I've been searching through this forum and the documentation for some assistance and I can't seem to find what I need.
To make a very long story short, I need to be able to report on a each individual Interaction (be it a Call or an Email) separately, a "Cradle to Grave" type approach. The CallDetail table unfortunately does not provide me with all the information I need, and the iWrkGrpQueueStats, IVRHistory etc. tables do not help much because this information is grouped in Intervals.
I am trying to build a custom handler which at the end of an Interaction will write all relevant information for that particular Interaction (Duration, Hold Time, Talk Time, IVR Time, WorkGroup Name, Abandoned etc.) to a data source of some kind. Either a Log file or a Database table (I can work this part out afterwards). The key here however is that, although all this information is saved to a variety of tables, it is grouped together in 15 minute Intervals (our current setup, default for I3 is 30 minutes I believe). I need this information on a Call-By-Call basis and unfortunately the information offered in the CallDetail table is just not detailed enough.
What Tool Step, or which parameters must I access to be able retrieve a specific interactions Statistical information? Any help in this regard will be greatly appreciated.