Troubleshoot CCE with Queries

Select A.SkillTargetID , A.EnterpriseName, T.EnterpriseName

from Agent as A ,Agent_Team_Member as ATM, Agent_Team  as T

where A.SkillTargetID = ATM.SkillTargetID

and ATM.AgentTeamID = T.AgentTeamID

and A.EnterpriseName like '%Enterprise name of the Agent here'

Information about the total calls handled by the system in a day

This query can be used to exact information about the calls handled in a day.

Select * from Termination_Call_Detail where DateTime>='2025-08-07 00:00:00' and DateTime<='2025-08-07 23:59:59'

Information about a specific call handled in a particular day

This query can be used to exact information about a particular call in a day.

Select * from Termination_Call_Detail where DateTime>='2025-08-07 00:00:00' and DateTime<='2025-08-07 23:59:59' and ANI like'%NUMBER_HERE'

Check where the call ended in the ICM Script

This query can be used to exact information about the point where a particular call ended in the ICM Script, this information must be fetched in two steps.

Step 1

Use This query to get the information like RouterCallKey and RouterCallKeyDay from the Termination_Call_Detail table.

Select DateTime, ANI, RouterCallKey, RouterCallKeyDay from Termination_Call_Detail where DateTime>='2025-08-07 00:00:00' and DateTime<='2025-08-07 23:59:59' and ANI like'%NUMBER_HERE'

Step 2

This join key is be used to get the information where the call ended in the ICM Script using the RouterCallKey and RouterCallKeyDay.

SELECT Master_Script.EnterpriseName, FinalObjectID

FROM Route_Call_Detail

INNER JOIN Script

ON Route_Call_Detail.ScriptID = Script.ScriptID

INNER JOIN Master_Script ON Script.MasterScriptID = Master_Script.MasterScriptID

WHERE RouterCallKeyDay = 'Value of extracted RouterCallKeyDay here'

AND RouterCallKey = 'Value of extracted RouterCallKey here'

Outbound Queries

The queries covered in the section relates to This tables

• Campaign
• Dialer_Detail

Total Campaign running in a day 

Use This query to get the information about the campaign that ran in a particular day.

Select C.CampaignName,count(DD.CampaignID)CNT

from Dialer_Detail DD, Campaign C

Where DD.DateTime >='2025-08-07 00:00:00'

Where DD.DateTime <='2025-08-07 23:59:59'

and DD.CampaignID=C.CampaignID

Group by DD.CampaignID,C.CampaignName

Order by CNT Desc

Campaign Details for a specific number

SELECT DateTime,Campaign.CampaignID,Phone,CallResult,Campaign.CampaignName FROM Dialer_Detail

INNER JOIN Campaign ON Dialer_Detail.CampaignID = Campaign.CampaignID

WHERE DateTime >='2025-08-07 00:00:00' and DateTime<='2025-08-07 23:59:59'

AND Phone LIKE '%Number here%'

Campaign Details for a Multiple numbers

SELECT Dialer_Detail.DateTime,Dialer_Detail.CampaignID,Phone,CallResult,Campaign.CampaignName FROM Dialer_Detail

INNER JOIN Campaign ON Dialer_Detail.CampaignID = Campaign.CampaignID

WHERE DateTime >='2025-08-07 00:00:00' and DateTime<='2025-08-07 23:59:59'

AND Phone IN ('Number here' , 'Number here' , 'Number here')

Get the list of campaigns where campaign did not run in a month.

Use This query to get the information about the Campaigns that did not run in the last 6 months.

SELECT C.CampaignID, C.CampaignName

FROM Campaign AS C LEFT JOIN

Dialer_Detail AS DD ON C.CampaignID <> DD.CampaignID

WHERE DateTime BETWEEN '2025-07-01 00:00:00' AND '2025-07-31 23:59:59'

GROUP BY C.CampaignID, C.CampaignName

Query For Campaign wise Daily Count

Use This query to get the information about the campaigns run in a day along with the count of dialed attempts against that campaign.

SELECT Cast(DD.DateTime AS date) As Daily,C.CampaignID,C.CampaignName, COUNT(DD.CampaignID) AS CNT

FROM Dialer_Detail DD INNER JOIN Campaign C ON DD.CampaignID = C.CampaignID

WHERE DD.DateTime >='2025-08-07 00:00:00' and DD.DateTime <='2025-08-07 23:59:59'

GROUP BY Cast(DD.DateTime AS date),C.CampaignID,C.CampaignName

ORDER BY CNT DESC

Campaign wise Import Rule Start & End along with Count

Use This query to get the information that covers various details about the campaigns and their imports in a day along with the count of dialed attempts against that campaign.

SELECT IRH.ImportRuleID, IR.ImportRuleName, QR.QueryRuleName, CQR.CampaignID, C.CampaignName, IRH.StartDateTime, IRH.EndDateTime, IRH.TotalRecords

FROM     Import_Rule_History AS IRH INNER JOIN

Import_Rule AS IR ON IRH.ImportRuleID = IR.ImportRuleID INNER JOIN

Query_Rule AS QR ON IR.ImportRuleID = QR.ImportRuleID INNER JOIN

Campaign_Query_Rule AS CQR ON QR.QueryRuleID = CQR.QueryRuleID INNER JOIN

Campaign AS C ON CQR.CampaignID = C.CampaignID

WHERE   (IRH.StartDateTime BETWEEN '2025-08-07 00:00:00' AND '2025-08-07 23:59:59')