Is anyone using any software, utilities, etc to generate tabular reports (and email them)?
We have several customers who are asking for reports, and knowing that phone reporting is 'dependent on the call flow' in a lot of ways, and most of these customers ("Executives") aren't keen to log in to a portal and type in a bunch of criteria, I'm looking for something that we can write reports in, pointed to the CDR and do various tabulations on, and have emailed on a scheduled basis.
"This many calls came in on these DIDs"
"These options in the IVR were chosen this many times"
"This quantity of calls went to queue, timed out, and/or were answered"
"Agent answer rates per agent were..."
Etc, etc.
We use iNetclear reporting for lots of internal use cases, and haven't tried linking it up to the CDR DB yet. I know that we have a pretty steep climb to get SQL queries to a point where we can answer the above questions based on the CDR too... I'd love to know if there is any way to separate CDR 'lines' in the DB for each leg/transaction/etc, rather than each one be a single line with the huge chunk of XML (I think it was XML, it's been a minute since I was looking at it) data that represents the whole call path.
Any suggestions would be welcome.
We have several customers who are asking for reports, and knowing that phone reporting is 'dependent on the call flow' in a lot of ways, and most of these customers ("Executives") aren't keen to log in to a portal and type in a bunch of criteria, I'm looking for something that we can write reports in, pointed to the CDR and do various tabulations on, and have emailed on a scheduled basis.
"This many calls came in on these DIDs"
"These options in the IVR were chosen this many times"
"This quantity of calls went to queue, timed out, and/or were answered"
"Agent answer rates per agent were..."
Etc, etc.
We use iNetclear reporting for lots of internal use cases, and haven't tried linking it up to the CDR DB yet. I know that we have a pretty steep climb to get SQL queries to a point where we can answer the above questions based on the CDR too... I'd love to know if there is any way to separate CDR 'lines' in the DB for each leg/transaction/etc, rather than each one be a single line with the huge chunk of XML (I think it was XML, it's been a minute since I was looking at it) data that represents the whole call path.
Any suggestions would be welcome.
