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ICBM Call Logs

  • 1.  ICBM Call Logs

    Posted 01-28-2020 13:12
    Hello,

    Our supervisors are serious users of ICBM and rely on an Interaction search to look at a call and the path the caller took to get to their desired area for assistance.  The problem that the supervisors are encountering is if a call is transferred multiple times the ICBM Call Log cuts off at the second transfer.

    I am looking for suggestions on how to expand the Call Log in ICBM to display the complete call log/path or suggestions of a report that will provide that same information.  I have thus far been unsuccessful with the ICBM canned reports.

    Thanks!
    Tina
    #Reporting/Analytics

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
    ------------------------------


  • 2.  RE: ICBM Call Logs

    Posted 01-29-2020 10:42
    The data is in InteractionSummary table but has a size limit. on the field.

    You might just be better off grabbing the call event log with a handler step and parsing that out and dumping everything to a new table.

    I have thought about how i would do it several times to build out what i want and use srss for reporting.  Just never had a real need for it.


    ------------------------------
    ryan hedlund
    Stericycle
    ------------------------------



  • 3.  RE: ICBM Call Logs

    Posted 01-29-2020 11:08
    Hi Ryan,

    Thanks for the information.​ 

    Tina

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
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  • 4.  RE: ICBM Call Logs

    Posted 01-29-2020 13:28
    Hello again,

    Can the field be increased or does this specifically need a handler?  At the risk of sounding like a complete airhead, where is the InteractionSummaryTable located?

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
    ------------------------------



  • 5.  RE: ICBM Call Logs

    Posted 01-29-2020 13:32
    Its a table in the I3 Database.

    Its a default table so messing with it is not really an option.

    Your best bet is using custom call disconnect and grabbing the call log and then doing what you want with it.

    ------------------------------
    ryan hedlund
    Stericycle
    ------------------------------



  • 6.  RE: ICBM Call Logs
    Best Answer

    GENESYS
    Posted 01-30-2020 10:31
    Why would you use a custom handler?  This field can now be increased from the Interaction Tracker Configuration in Administrator.  I'd certainly try that before I dove into a custom handler.




  • 7.  RE: ICBM Call Logs

    Posted 01-30-2020 11:03
    Hi Trent,

    That is great information!!  We are running on 2018R4 P34 and in my Interaction Tracker Config I don't see the Call Event Log.  I am guessing this could be changed in the DB for Interaction Summary?

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
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  • 8.  RE: ICBM Call Logs

    GENESYS
    Posted 01-30-2020 12:22
    I finally found it! :-)   Looks like you are juuuust a bit outside.  This was released in 2019 R1:


    I wish I could say yes.  But Tracker will truncate that attribute's value prior to sending it to the DB.  So even if you increase the length of the datatype on the InteractionSummary.CallEventLog object, it won't impact the data you actually see.

    Does that make sense?

    Thanks,
    Trent.




  • 9.  RE: ICBM Call Logs

    Posted 01-30-2020 12:36
    It makes total sense and explains why yesterday's test calls failed to display beyond 2000 characters after changing the char length for CallEventLog on calldetail_viw.

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
    ------------------------------



  • 10.  RE: ICBM Call Logs

    Posted 01-30-2020 13:32
    See Trent you always break my heart telling me something is there and then it is not on the release I am on.  :(

    ------------------------------
    ryan hedlund
    Stericycle
    ------------------------------



  • 11.  RE: ICBM Call Logs

    Posted 01-30-2020 14:04
    We were SO close to making this work.  Sadly, like Ryan, I am also heart broken......

    ------------------------------
    Tina Yocum
    NorthWestern Corporation
    ------------------------------



  • 12.  RE: ICBM Call Logs

    GENESYS
    Posted 01-30-2020 14:21
    Ha!  Well I do apologize to both of you you Tina.  I"m sorry!  

    Did someone else say they were heartbroken?  I guess I missed it.   ;-)


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