First, I have to admit I'm not a call center person so I'm not fully up to speed on how all of these things work. I'm a data warehousing person who has been tasked with creating a data warehouse holding our company's Symposium data and creating custom historical reports off that data warehouse.
My current problem that nobody at my workplace seems to be able to solve and that quite a bit of searching online hasn't been able to find a solution to is that I'm having trouble identifying distinct calls within the eCallByCallStat views.
Originally, I thought a CallID would be unique to a specific call. However, upon some research, I discovered that multiple calls, even within the same day, can have the same CallID value. For example, I'm looking at a CallID right now that is tied to one call from the morning of March 20th and a second call from the afternoon of March 20th.
Does anyone know how I can determine which records belong to a single call through the data? There must be some way to do this or the pre-packaged Symposium reports wouldn't be able to do this but nobody around here seems to know how to do this and I'm out of ideas.
Thank you in advance for any help you can offer.