Hi Laurent,
I do it this way;
Answered: tConnected > 0
Abandoned: tConnected = 0
FlowOut: tConnected > 0 AND nTransfer > 0
I would say, you run these specific queries and then randomly pick returned interactions and manually confirm if they meet your criteria using ICBM Interaction Search. I usually do it this way to make sure my results are what I expect them to be.
Regards
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Vineet Kakroo
FIL Investment Management Ltd
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Original Message:
Sent: 10-04-2021 18:03
From: Laurent Beauregard
Subject: How to know if an interaction in InteractionSummary is Answer, Abandon or Flow out
If a SQL view where to be created from the table InteractionSummary with a column that display if the Interaction is Answer, Abandon or Flow out.
How would it be done?
The disposition and dispositionCode columns are not precise enough for this.
Thanks,
#Reporting/Analytics
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Laurent Beauregard
Groupe CGI Inc
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