Hi Kevin;
I'm not entirely sure what you mean by "rescheduled." But I was looking through the AACC data dictionary at the entity relationship diagram (ERD). It looks like for each contact, there can be multiple actions. For each action, there can be multiple attempts.
Actions
The Actions table stores the conversation between the customer and the contact center. Each
cls.Actions record links to a cls.Contacts record through the Contact field. The cls.Contacts record
contains header type information for the contact. The contact detail is stored in the cls.Actions
records. One cls.Contacts record can have many cls.Actions records.
...
{Actions.}Attempt
Description: The Attempt field stores the number of attempts made to send this cls.Actions record.
This field applies to both Outbound and email.
Type: Integer
You can also try looking at the eCSRCodeStat (Contact Summary) view.
{eCSRCodeStat.}ContactType
Description: A value indicating the primary type of contact whose statistics are recorded in this
record. ContactType receives the following values:
• 10000 = voice
• 10001 = email
...
I didn't see anything specific in the Contact Summary table that looks like it would help you identify email actions that were handled by multiple agents-but it's worth looking over the report. Sorry that I can't be more helpful, I've taken classes on MM but never used it in production.
Thank you
Christopher Williams
Architect, Telephony Engineering
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Original Message------
All, our reporting guru, Margo Anderson, has a question for the forum:
I am looking to create a custom report to identify email contacts that have been rescheduled, and how many times a contact may have been rescheduled.
We are on Avaya Aura Contact Center v7.0.2/AML until the end of the month. Then we go v7.0.3/SIP with a CM.
Margo is skilled in Report Creation Wizard, has perused the Data Dictionary and has not found a solution.
Wondering if anyone in the forum would know how to do this and would be willing to share.
Thanks!
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Kevin Schmaltz
IT Unified Communications Engineer
Ace Hardware Corporation
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