Background
With reference to the Avaya CMS External Call History Interface document and the data fields, we can produce many use cases by using AvayaECHI tool and Splunk. The following guide assumes you already installed the AvayaECHI tool and imported the data to Splunk.
Caller On Hold Reports
- Caller On Hold Details Report
index=echi ANSHOLDTIME>0 HELD>0 TRANSFERRED=0 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME
- Caller On Hold Abandons Details Report
index=echi ANSLOGIN=* DISPSPLIT=* TRANSFERRED=0 HOLDABN=1 | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ANSHOLDTIME, HELD, HOLDABN
- Caller On Hold Abandon Top 10 Agents Report
index=echi ANSLOGIN=* DISPSPLIT=* TRANSFERRED=0 HOLDABN=1 | table ACD, ANSLOGIN | stats count as AbandonCalls by ACD, ANSLOGIN | sort limit=10 - AbandonCalls
Caller Calls Reports
- Search Calls by Specific CALLING_PTY
index=echi CALLING_PTY=XXXXXXXX
- Search Calls by Prefix and Wildcard
index=echi CALLING_PTY=123*
Outbound Calls Reports
- Search Calls by Specific ORIGLOGIN
index=echi ORIGLOGIN=XXXXX
- Search Calls by Specific CALLING_PTY
index=echi CALLING_PTY=XXXXX
Queue Wait Time Reports
- Search Calls by QUEUETIME
index=echi QUEUETIME>=60 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME | sort - QUEUETIME
Short Duration Reports
- Search Calls by TALKTIME
index=echi TALKTIME>0 TALKTIME<5 TRANSFERRED=0 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME
- Short Duration Top 10 Agents Report
index=echi TALKTIME>0 TALKTIME<5 TRANSFERRED=0 | stats count as ShortCalls by ACD, ANSLOGIN | sort limit=10 - ShortCalls
Call Profile Reports
- Call Abandon by Call Profile Report (Split)
index=echi ACD=X CALL_DISP=3 DISPSPLIT=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
- Call Abandon by Call Profile Report (VDN)
index=echi ACD=X CALL_DISP=3 DISPVDN=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
- Call Answered by Call Profile Report (Split)
index=echi ACD=X CALL_DISP=2 DISPSPLIT=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
- Call Answered by Call Profile Report (VDN)
index=echi ACD=X CALL_DISP=2 DISPVDN=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
Find All Activity For A Specific Agent
index=echi ACD=X (ANSLOGIN=YYYYY OR ORIGLOGIN=YYYYY)
Find Long Or Short Customer Calls
index=echi ACD=X TALKTIME<Y CALLING_PTY=* ANSLOGIN=* | table ACD, ANSLOGIN, DISPVDN, DISPSPLIT, CALLING_PTY
index=echi ACD=X TALKTIME>Z CALLING_PTY=* ANSLOGIN=* | table ACD, ANSLOGIN, DISPVDN, DISPSPLIT, CALLING_PTY
Find The Destination Of Transfer or Conference Calls
index=echi TRANSFERRED=1 OR CONFERENCE=1 ORIGLOGIN=* DIALED_NUM=* | table ACD, ORIGLOGIN, CALLING_PTY, DIALED_NUM
Find Abandoned Calls For A Specific Skill
index=echi CALL_DISP=3 DISPSPLIT=X | table CALLING_PTY, DIALED_NUM
Identify Repeat Callers Whether Answered Or Abandoned
List Last Call Work Codes By Agent
index=echi LASTCWC=*
Outbound Calls with Aux Reason Code Reports
Agent Disconnects First Reports
- Agent Disconnects Details Report
index=echi ANSLOGIN=* AGT_RELEASED=1 CONFERENCE=0 TRANSFERRED=0 | table ACD, ANSLOGIN, DISPSPLIT, CALLING_PTY, TALKTIME, AGT_RELEASED
- Agent Disconnects Top 10 Report
index=echi ANSLOGIN=* AGT_RELEASED=1 CONFERENCE=0 TRANSFERRED=0 | stats count as DropCalls by ACD, ANSLOGIN | sort limit=10 - DropCalls
Agent Transferred Call to Same VDN Reports
- Agent Transferred Same VDN Calls Details Report
index=echi ANSLOGIN=* TRANSFERRED=1 DIALED_NUM=* | where DISPVDN=DIALED_NUM | table ACD, ANSLOGIN, TRANSFERRED, DISPVDN, DIALED_NUM
- Agent Transferred Same VDN Calls Top 10 Agents Report
index=echi ANSLOGIN=* TRANSFERRED=1 DIALED_NUM=* | where DISPVDN=DIALED_NUM | stats count as TransferredCalls by ACD, ANSLOGIN | sort limit=10 - TransferredCalls
Calls Answered Skill Level Reports
- Call Answered by Skill Level Details Report
index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | table ACD, DISPSPLIT, ANSLOGIN, DISPSKLEVEL, TALKTIME | sort + DISPSPLIT, DISPSKLEVEL
- Call Answered by Skill Level Distribution Report
index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | stats count as NumCalls by DISPSKLEVEL
Long Wrap-up Time Reports
- Long Wrap-Up Time Details Report
index=echi ANSLOGIN=* ACWTIME>0 | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ACWTIME, ANSHOLDTIME | sort - ACWTIME
- Long Wrap-Up Time Top 10 Agents Report
index=echi ANSLOGIN=* ACWTIME>0 | stats sum(ACWTIME) as WrapUpTime by ACD, ANSLOGIN | sort limit=10 - WrapUpTime
Call Handling Time Reports
- Call Handling Time Details Report
index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | eval TotalTime=TALKTIME+ANSHOLDTIME+ACWTIME | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ANSHOLDTIME, HELD, ACWTIME, TotalTime | sort + ACD, ANSLOGIN
- Call Handling Time Distribution Report
index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | stats sum(ACWTIME) as ACWTime, sum(TALKTIME) as TalkTime, sum(ANSHOLDTIME) as HoldTime by ACD, ANSLOGIN | fields - ACD