Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ihaighthis on May 30, 2017, 05:25:15 PM

Title: Call Volume Reporting
Post by: ihaighthis on May 30, 2017, 05:25:15 PM

Hello. I am trying to develop some, what I would think, basic reporting. We are using Genesys Infomart 8.1. I am trying to capture call volumes by queue, agent, offered, handled, abandoned, transferred, etc.  We had a couple of SQL views created a few years ago but the numbers just don't match. In one view "calls handled" is calculated using Accepted + Consult_Received_Accepted + Consult_Rcv_Acc_Warm, while in another view "calls handled" is calculated Accepted + Consult_Accepted. These are capturing fields from the AG2 aggregate tables.
Can anyone clearly explain what Consult_Received_Accepted and Consult_Rcv_Acc_Warm represent? What are the differences between Consults and Transfers? How can I clearly identify Transfer calls?

Thank you for your help!

Tammy

Title: Re: Call Volume Reporting
Post by: Timon on October 03, 2017, 08:10:30 AM

Please refer to Genesys Reporting and Analytics Aggregates Physical Data Model for a Microsoft SQL Server Database document