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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
  • Varun Kulkarni commented
    February 10, 2023 19:29

    @Rares - need more information through screenshots for what you are referring to as well as any screenshots of user-actions on the UI.

  • Rares Grosu commented
    October 23, 2020 07:16

    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.

  • Vikram Gururaj commented
    October 22, 2020 10:51

    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?