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Search what agent aswers to a specific call

Search what agent aswers to a specific call


I'm looking for a way for Supervisor to find which agent answer to a specific call (with the calling number and approximate date).
"Contact Detail records" menu in supervisor is a good start to find the specific call but I can't get the name of the agent who pick up the call.

Any idea ?

Best regards,

RE: Search what agent aswers to a specific call

One possible option would be a select directly on the TR DB, something like:
select TA_TaskId from LevelZeroData where CCK_CallingNumber like "123456" and TA_TimeStamp > '2016-01-25 12:00:00" and TA_TimeStamp < '2016-01-25 13:00:00"
then another select with the TA_TaskId:
select CCK_AgentName from LevelTwoAgentData where TA_TaskId = "The Result from your first select"

A simple website where the supervisor can enter parts of the caller ID and two timestamps should be no problem and a bit of PHP accessing the DB isn't too bad either.

Insert that website into the agent/supervisor UI via the integrated browser and your customer won't even recognize ;D

RE: Search what agent aswers to a specific call


Thanks for your answer ! It helped me.

Another question. Do you know where outgoing calls made by an agent are stored in the database (calls made directly from the phone, not from outbound dialer) ?

RE: Search what agent aswers to a specific call


outbound calls made directly from the agents phone are NOT stored inside the CIE DB IIRC, if the agent uses the CTI features of CIE they are found in TR -> LevelOneData. CCK_CallerName holds the agents name and CCK_CalledNumber the dialed number.

RE: Search what agent aswers to a specific call

Do you mean every call made from the UI (even if dialed manually on the UI's dialpad ?)

RE: Search what agent aswers to a specific call

Yes, all calls initiated by CIE (UI, Webservices, Dialer etc.) can be found in the CIE database.

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