...
Using CMS Call History records
To create a filter:
Add a filter name:
- Click on the drop down box and select <<create new rule set>>
- A pop up box appears for you to create a Rule Set name. Add name and select Save.
- You will now be required to populate the expressions in your filter.
Add expressions to your filter:
A basic search requires two mandatory expressions: location and date time range.
- Create a filter to retrieve segment detail records that match a set of "Expressions"
- Select Filter condition from dropdown list
- Select operand required which may include =,<,>,!=
- Select or specify filter object
- Double-click the expression to select the condition, select operand where applicable
- Press "Save" after selecting each condition to have it be applied.
- Additional expressions can also be added to filter, such as Calling Party, Agent LoginID, Disposition VDN, etc.
- Press the "+" button to add additional filter expressions
- Press the "-" button to remove additional filters
- When satisfied with your filter, press "Apply".
- Press Save to keep this filter to reuse at a later date,
- Saved filters will appear in the dropdown box
Use Retrieved data
TIP: To find records with MOS scores move the drag bar from zero to remove fields where MOS is blank.
Once your data has been retrieved using the filter conditions:
- Use the search boxes below the column headings to quickly sort or find specific data points
- Click on column heading to sort A-Z, then click again to sort Z-A
- Mouse-overs are available on column headings
When MOS is received, view the voice quality data by right clicking on a stream and selecting Details
- Select Configuration, Stream Path or Stream Details tab
- Use the Columns drop down to add or remove database items to view
- Select 'Restore Defaults' to go back to default column selection
- Export CSV
- Export Current will export only the data in it's filtered and sorted format
- Export All with export all fields including those not selected in 'Columns'
Note: Whenever a call is not queued to a skill, the CMS raw file contains 65335 instead of NULL.
We have set DISPSPLIT, SPLIT1 , SPLIT2 and SPLIT3 to NULL if their value is 65535.