We're running CCX 10.6 and have multiple triggers assigned to an application which routes callers to different CSQs based on caller entered data. For example, the application script accepts calls for three languages (English, German, Russian) and distributes these calls to three different CSQs (sales, support, and returns) based on caller input. We're hoping to generate a report filtered by Trigger DN and CSQ for this application; however, we're not finding a common field between the ContactCallDetail and the ContactQueueDetail tables which would allow us to generate this report. This way we can filter on calls to the German CSQ by Sales, Support or Returns (based on trigger dn) as opposed to creating multiple CSQs for each language, if that makes sense.
Does anyone have any suggestions on how we might be able to generate such reports, or which fields we need to key off of?
It is possible to generate such reports with customized report development. Can you please share exactly how you would like to view your reports, maybe you can use an excel template (with the required fields in it) to better illustrate your requirements.
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Yaseen Khan Mohmand - Assistant marketing manager ExpertFlow