Internal Talk Time of calls MADE

General Discussion
1

I’m using the RAA v8.1 tables to write some reports and there is one agent stat I can’t seem to work out - Internal Talk time of calls made. Talk time of Internal calls received is easy, that’s ENGAGE_TIME with the internal condition. Has anyone else seen this situation before? Did you find a workaround?

Thanks,

W Y N

2

What about “CallInternalStarted” MainMask?

3

check interaction_type table for last record with id=1001 and interaction type=internal, interaction_subtype=outboundnew.

ps
GIM&RAA in most cases worse than datamart because you can’t customize table layouts in GIM as business requires…

4

The tables are type of system, so I do not see any system reason for changing they. If you need some custom output from database, you can use views or similiar objects. Second thing is that for these purposes are reporting tools where you can create advanced queries and etc.

5

Kubig, i do not offer to change interaction_type table, i just point out it contains interesting row that may be useful for this case.

changing aggregation in RAA is not simple task, if you would like to add new metric or table, you will have to write a whole new aggregation process. Compare this with creating new metric in DMA :wink:

6

Yes, I know that you mean and agree with you. All is about habit and how often is that technology used. I believe that RAA and GIM is very strong “tool” which need deeply knowledge and procedures are may be difficult rather than DMA, so when we are using more often and for a long time,I think that all processes will be easier than now.

7

Infomart Cav! lol

I have everything from the AG2_xxx tables except this one stat. It’s so grrrrr.

8

Wyn,my error. i’ve check AG2_xx for suggested interaction type and found all records we have in aggregation has media type value = outboundpreview. Don’t know solution other than use facts table directly and without ag2 tables. Let us know when you will find solution, it is interesting.