Filters - Historical Reporting

Report on Attached Data:

Need to clearly define the process for using filters to collect user data. Need to clearly indentify which report templates to use.

In stat server filter section create filter
Option Name = GetMembershipNumber
Option Value = PairExist(“MembershipNumber”, “*”)

After the filter is created in stat server what are the step in DMA if you want to have a report that you can run to capture the membership number that a customer enters per call?

AJ

you’d better create the filter using dma.
Can you explain better what sort of “capture” you have to make ?
If there is a lot of differents MemberShipNumber, you can’t report each number using DMA, you have to use CallConcentrator or Icon

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As Sylvainsjc said, you can’t recolect each customer, that is not the purpose of CCA. CCA will recollect statistics of the Contact Center itself.
You can apply a filter for a category or an IVR option maybe, buty not for each customer.
What your filter is doing is capture all calls that has the KVP “MembershipNumber” and value anything (*).

You need to get ICON or CallConcentrator in order to do what you want.

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If you have Universal Contact Server, you could always use the Interaction DB table :wink:

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I believe the CCon is the correct approach, my thought were to track call by con-id and what attached data “membership number” was associated with each call that had attached data.

AJ

Without giving too much info away, the Interaction table holds very basic data on each call\email etc including ConnId plus upto 10 string based pieces of User Data and upto 5 pieces of Integer based UData.

It doesn’t tell you which agent answered the call etc, but you could use one of strAttribute fields…