Hi,
I was requested to find a way to collect data from Genesys where i could see one row per call and that it should show whether the call was answered or abandoned along with the time to answer/abandon.
When we had CCon 7.6 + Datamart, i could just use the arec_table to check if the call was abandoned or answered, how long was the call duration (I can see call duration in IRF table on Infomart), how long to abandon/answer call .
I found if the call was abandoned/completed using the interaction_resource_fact table joined to technical_descriptor table, but can´t find the time to abandon/answer for each call.
Can someone help on that subject ?
Thanks in advance.