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  • 1.  ICWS & reporting on interactions

    Posted 01-20-2021 11:41
    IIRC this isn't possible, but I wanted to just dip my oar in and ask here. 

    I'm wanting to do some basic queries such as getting basic interaction metadata for interactions that have been transferred to a particular workgroup; I don't think #ICWS supports this?​​  Going to the DB is problematic, so I'm hoping for a work around, but I suspect that there isn't one...
    #Unsure/Other

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    Tyler Style
    Interactive Intelligence Engineer, WellCare Health Plans
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  • 2.  RE: ICWS & reporting on interactions

    Posted 01-21-2021 06:09
    If you're trying to get something like interaction attributes, it is possible as long as the interaction has not been disconnected.

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    Douglas Suyemoto
    Latham & Watkins LLP
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    Original Message


  • 3.  RE: ICWS & reporting on interactions

    Posted 01-21-2021 09:14
    No, that wouldn't be of use - this is intended as a reporting tool rather than a monitoring tool.  Thanks tho.

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    Tyler Style
    Interactive Intelligence Engineer, WellCare Health Plans
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    Original Message


  • 4.  RE: ICWS & reporting on interactions

    Posted 01-22-2021 09:00

    ​Tyler,

    While I am not sure of the DB issues you are encountering that make this problematic, there is a table / view that contains specific data on transfers - both user and workgroup - that has the InteractionIDKey so you can join InteractionSummary to gain other interaction related data.

    Table is EE_TransferEvents
    View is EE_TransferEvents_Viw

    If you are interested in that data, and have not reviewed - chances are you will also need to enable the tracking of this data. In Administrator, under Interaction Tracker configuration / Items Tracked - check the 'Track Routing Exceptions' checkbox.

    I am not aware of how to get at this information outside of the database, such as through ICWS.



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    Craig Petermann
    Matrix Absence Management
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    Original Message


  • 5.  RE: ICWS & reporting on interactions

    Posted 01-22-2021 09:28
    Thanks @Craig Petermann, that is really helpful!  I will check that out.​

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    Tyler Style
    Interactive Intelligence Engineer, WellCare Health Plans
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    Original Message


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