Can CCA report be filtered by ANI

system · February 22, 2007, 7:13am

Hi,

a quick question in regards to contact center analyzer capabilities.

Can I prepare a report that will use data from CCA and filter it by ANI? We have a first tier and second tier support hotlines and I want to measure how many people that called our first-tier support have dialed a second tier support within the next three days.

Ccon is an obvious choice, but it is too cumbersome and I was hoping I could use cca. Can it be used this way?

OR

cavagnaro · February 22, 2007, 1:13pm

CCA does not store the ANI, CCA is used basically to measure the quality of your CCenter.

victor1 · February 23, 2007, 5:15am

Hmmm, good point, Cavagnaro,

but I wonder if there is a way, because I know that it is possible to sum up sales per agent and then show it up in CCA, so I wonder if there is a way to do the same with ANI…

cavagnaro · February 23, 2007, 5:49pm

You can sum sales as it’s filtered by a Value on the call.

CAll with sales? Yes > add 1
Call with sales? Yes > Add 1
Call with sales? No > Nothing

But with ANI as there as thousands you will have to build a filter per ANI. Which is impossible.

The solution you may need i believe is CCON.

Regards

mark · February 23, 2007, 5:51pm

CCON is needed as this stores scdr’s and gcdr’s, where you will find ANI detail.