Hi All,
I am not able to figure how to generate a report which shows me calls by skills
In our environment we route calls using skill base routing and use virtual queues
There is infomart in our environment
I am not sure what keys to join in an sql query .
I am using toad to access the db
Please help me
thanks
Out of the box Info Mart/Interactive Insights reports should show calls sent to/through VQs, provided you have actually used those VQs in your routing. Are you seeing any calls at all in Interactive Insights for VAGs?
we are using VQ for routing but dont use interactive insights
just use TOAD to access Infomart schemas
just looking for a clue fro a script to map all the calls by skill
What is your current SQL query for these purposes? It depends on your GIM configuration, especially on what KVP are you collecting, etc.