For UCCE version 9 we need to know the details for RONA calls. Like if call came to Agent1 and Agent1 didn't answered the call. Is there any CUIC report or any ICM database can tell us DateTime, ANI, Agent1 ID(who didn't answered the call), Agent2 ID(ReRouted the call to this agent)?
Ive found below 2 CUIC standard reports showing number of calls for RONA.
• Agent Historical All Fields
• Agent Skill Group Historical All Fields
But my requirement is to identify the calling Number or ANI for particular RONA call. Is there any place / database where we can get the Calling Number or ANI for this particular RONA call?
ANI is available in the Route_Call_Detail and Termination_Call_Detail tables. There are no stock templates which run against either of those tables. If you choose to create a report against either table, be sure to filter by DateTime at very least, those can be rather large tables.