SQL Reporting

[bishnabob]

Hi there,

I'm new here so please forgive me if this is the wrong place to post this. I'm using a Mitel system and accessing the database directly through SSMS and SSRS. I'm currently trying to get a figure of how many times ACD LogOut Agent No Answer was triggered, in order to use it in staff one-to-ones.

I can see a RequeueCount column in the tblData_AgentPerformanceByPeriod that, when grouped by day, appears to give me a total number of times an agent re-queued a call. To my knowledge, the only way an agent can re-queue a call is to let it ring out and be logged out themselves - at which point the call is re-queued to go to the next available agent.

Is this the right place to be looking? Is there something better?  I don't have access to any of the out of box Mitel reports, or indeed anything other than the SQL database, so this is what I have to use.

Thanks in advance.

[sarond]

Yes a re-queue is when an agent does not answer and is logged out.

I don't know the backup DB that well but it sounds like you are on the the right track.

Is there a reason for not having access to Mitel out of the box reports?

[h77smith]

As much as it might be time-consuming to figure out the 'functionnality' of another db, in this case it might be less time, especially considering long-run flexibility, than coming up with the duck-tape to allow scheduling of reports from Reporter, seeing as I can easily schedule SSRS/crystal SQL reports.

Now that I know it's do-able I'm definitely going to look to getting access to our own db.

[boycey9]

These docs are a bit old now but should still suffice to get what you want