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how to get all conversations cumulated by a certain country (ani begins with certain country code)

  • 1.  how to get all conversations cumulated by a certain country (ani begins with certain country code)

    Posted 12 days ago
    Hi,

    Is there a performance view report available, which shows KPIs as queue performance view reports do?
    My customer would like to have a report with all calls from a certain country but all calls come into a global queue.
    I tried a lot to prepare in call flow but couldn't find a way to get a report, that shows handled, abandoned calls, service level and so on for a certain country like e.g. Germany (ani begins with +49 or has country code GER)

    Thanks a lot!
    Tobias
    #Reporting/Analytics

    ------------------------------
    Tobias Junghans
    NTT Germany AG & Co. KG
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  • 2.  RE: how to get all conversations cumulated by a certain country (ani begins with certain country code)

    Posted 8 days ago
    Edited by Paulo Mesquita 8 days ago
    Hi Tobias,

    You will have to export the historical data and customise a report using excel or powerbi.

    There are a couple of options moving forward.
    You probably don't want to create individual queues for each country. So, you can tweak the call flow to identify the origin country and add this info to the call as participant data or an external tag.

    Another alternative is to route the calls to a dummy DDI. Then, you can use the DNIS filter in the UI.