Good afternoon Mohammad:
Your welcome.
1.
Is there any way to get the old date? In our experience, only you can get your flowed out and abandoned interactions recorded once you activate the Track Routing Exceptions. But - I think it could be possible, validate with Genesys - if you persist your Telephony Services subsystem logs (TSLogs) and your SIP subsystem logs in some custom storage, possibly you can minning the information you need by checking the TS and SIP events. You could request to Genesys via support ticket and asking this question.
2. In our experience, you can get your abandoned statistics and detailed report by querying the database using a Transact-SQL statement that make the following joins:
FROM I3_IC.dbo.EE_AbandonEvents_viw as AE
LEFT JOIN I3_IC.dbo.calldetail_viw AS CD
ON AE.InteractionIDKey = CD.CallId
Consider to validate with Genesys this statement in a support case to validate the consistency of the data.
But if you use a FULL OUTER JOIN you can get all the records including abandon, flowed out and the other interaction categories, but you have only records not statistics; so, you have to modify this statement in order to group by any critera and calculate the AVG, the SUM or the COUNT you need to do.
But if you consider,to get more help you can request the Genesys assistance.
I expect this helps you.
Best Regards,
------------------------------
William Martín Chávez González
Global Networks Solutions S.A.
------------------------------
Original Message:
Sent: 11-30-2019 06:28
From: Mohammad Abd-Alrahman
Subject: Call status (Offered,Answered ,abandoned and flow out)
Hi William ,
Thanks for your help on this it was very helpful,
one more question if you can help please :
- i just activate 'Track Routing Exceptions' so there is no record for the old date, is there any way to get the old date ?
- now if i need to Fitch this statistic from the CIC DB , (Offered,Answered ,abandoned and flow out) from where as pest practice i can find this statistic ?
Best Regards
Mohammad Ali
------------------------------
Mohammad Abd-Alrahman
Fourth Dimension Systems
Original Message:
Sent: 11-28-2019 08:32
From: William Martín Chávez González
Subject: Call status (Offered,Answered ,abandoned and flow out)
Hi Mohamad:
To start to record abandon calls and flow out interactions you have to enable the tracing logs of these kind of interactions in Interaction Administrator.
1. Enable the "Track Routing Exceptions" option of Interaction Tracker container in Interaction Administrator. Then check abandon calls and flowed out interaction. WARNING!!: to activate these tracks you have to consider the growth of the database due to the track database registries for every abandon call. PureConnect tracks not only the segment when the call is abandoned but also the other segments the call was abandoned from. For example if the call arrived first to an Interaction Attendant flow (IA1) and then flowed into the Workgroup1 and then was routed to the Station1 and then was routed to the agent1 but the customer hanged up the call just before the agent was able to answer, the abandon track starts from the Station1 to the IA1 in backward order and persist 3 or 4 registries that it clasifies like abandon instances (i am not sure if tracks agent1, but surely the station1, Workgroup1 and IA1).
2. The information starts to be tracked once you apply your "Track Routing Exceptions" configurations, not includes the call inopund/outbound history that you have today. And this information will be stored in the following tables and views (Copy of the references shared by Genesys in a case we opened in the past):
"EE_AbandonEvents
Table: https://help.genesys.com/cic/datadictionary/content/tables/EE_AbandonEvents.html
View: https://help.genesys.com/cic/datadictionary/content/views/EE_AbandonEvents_viw.html
EE_FlowOutEvents
Table: https://help.genesys.com/cic/datadictionary/content/tables/EE_FlowOutEvents.html
View: https://help.genesys.com/cic/datadictionary/content/views/EE_FlowOutEvents_viw.html
EE_TransferEvents
Table: https://help.genesys.com/cic/datadictionary/content/tables/EE_TransferEvents.html
View: https://help.genesys.com/cic/datadictionary/content/views/EE_TransferEvents_viw.html"
Hope that this helps you.
Best Regards,
------------------------------
William Martín Chávez González
Global Networks Solutions S.A.
Original Message:
Sent: 11-28-2019 01:13
From: Mohammad Abd-Alrahman
Subject: Call status (Offered,Answered ,abandoned and flow out)
Hollow Community ,
hope every one doing well,
as you can see from the subject im trying to create a simple custom dashboard but im facing some issue in how to Fitch call status like Offered,Answered ,abandoned and flow out.
i try to go to the call event log column but there is no abandoned or flow out record in this column .
if any one can help me where to find this information in the DB i will be thankful.
Best Regards
#ArchitectureandDesign
#Reporting/Analytics
#SystemAdministration
#Telephony
------------------------------
Mohammad Abd-Alrahman
------------------------------