SAP-CC Survey IVR get agent that attended

[former_member582809]

HI all,

there is the possibility of retrieve the agent that answered the call in a survey IVR.

Thanks a lot.

[former_member203097]

Hello Sergio,

Not automatically, but you can create your own customization for it.

Customer calls from number XXX and the call is answered by agent YYY.

Afterwards there is a call to Survey IVR from number XXX, so you can presume that agent YYY is now being classified.

You can get agent and call information from FactCemContact table.

Note! There might be several agents handling the same call, so you need to take this into account somehow. Not report such call, report on the last agent handling the call, etc.

Kind Regards,

Tomi

[former_member582809]

Thanks for the reply Tomi, I have already solved it.
Take the ID of the call -from the IVR-, and calling a Python's customizer I do the corresponding searches in the BD,

making the necessary filters obviously and taking into account what you say of the last agent.

thank you again.
A greeting.