We've been using NICE Analyzer for years (since 2001) as an optional tool to analyze calls. Recently we attempted to use it to report on all the calls like other CDR based call detail recording software with no success due to the fact that not 100% of the call records are collected. Is it due to the nature of the NICE Analyzer as a call analysis tool not recording solution, or is this something we may be able to fix through patching, upgrading on both the NICE Analyzer itself and the SQL database server. Currently we use NICE Analyzer 2 with SQL 7.
We notice that the data files are FTPed from CMS to NICE Analyzer every in 1 10-minute interval on CMS, is this "batch-mode" data transport (not real-time) somehow causing the loss of call records?
If we really need to report on call record level, should we look for CDR based reporting solutions?
Thank you in advance for your help!
We notice that the data files are FTPed from CMS to NICE Analyzer every in 1 10-minute interval on CMS, is this "batch-mode" data transport (not real-time) somehow causing the loss of call records?
If we really need to report on call record level, should we look for CDR based reporting solutions?
Thank you in advance for your help!
