Raw data details (PCC)
Articles in this section describes Raw data for Puzzel Contact Centre.
- Release notes for v2.4.1 (February 2025) can be found here.
- Release notes for v2.4.0 (October 2024) can be found here.
The Raw data documentation is divided into two main parts:
- General information and details about what data records that are generated for different call/email/chat scenarios.
- Introduction
- Raw data detailed records
This section contains lots of articles explaining records generated for inbound calls, transfer/consult, logon/pause/logoff, outbound calls, callbacks, Dialler, Silent monitoring, Enquiry registration, Scheduled tasks/calls, Chats, Emails/Tasks, Survey etc. - Raw data vs Archive events
- A few words about statistics
- A technical part
To see what db version you have, please try this SQL statement:
select convert(varchar(255), value) from ::fn_listextendedproperty('DBVERSION', null, null, null, null, null, null)
The tables for Puzzel Case Management Raw data, all having names starting with "CM_" (Case Management), are shown in the Raw data sql db for all customers, but these tables will only have content for the Puzzel customers that have ordered PCM Raw data.
It’s very important that part 1 (especially Call and agent detailed records) is read and understood before making queries and analysing the results.