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Webex CC Analyzer - Contact session ID in ASR report type [OfficeDepot]

Contact session ID parameter does not exist in ASR type of reports while in the AAR is there; Normally contact session ID should be available in ASR report type as well as it allows reporting on a contact session. Can we work in adding this parameter to ASR type reports please?

  • Rares Grosu
  • Oct 21 2020
  • Need more info
  • Attach files
  • Rares Grosu commented
    23 Oct, 2020 07:16am

    Correct. As an administrator / supervisor using the Analyzer module I want to be able to cross-check the information from multiple report types so that I can validate my data or troubleshoot any particular issue.

    For example, if I track a call via Contact Session ID in a CSR report and I want to understand who managed that call from an agent perspective in a ASR report, the Contact Session ID would be the common parameter that would allow me to achieve this.

    Additionally, for calls that are transferred in CSR reports, the respective sessions are not visible for the first agent, only for the last agent who handled the call . Therefore, having this parameter in ASR would allow us to have visibility on first agents as well and track the entire call flow.

  • Admin
    Vikram Gururaj commented
    22 Oct, 2020 10:51am

    For a given Agent Session (ASR) there would be multiple Contact Sessions IDs. Can you please let us know the exact usecase for this request?