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Mitel Software Applications / SQL Reporting
« on: March 25, 2015, 09:07:53 AM »
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.
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.