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.
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ryan hedlund
Stericycle
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Original Message:
Sent: 01-28-2020 13:11
From: Tina Yocum
Subject: ICBM Call Logs
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
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Tina Yocum
NorthWestern Corporation
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