We are looking at using call data for generating certain Custom Reports combined with data from our CRM. We have option to look at ASMS data or ECHI ( External Call History Interface in CMS) data for call data. We may in future look at email/web chat related reports as well.

Are there any advantages of using one over other option?

I have a specific question is around Segment data. Are call segment timestamps in ASMS same as ECHI data?

Thank you

CMS is the recommended reporting platform for EMC. Hence it is recommended to use that interface. EMC stores it's own segment data based on events received from CM. But particularly for voice calls, CM/CMS is the best source.

For Emails/Chat EMC has it's own tables that have more details about email exact incoming time before it is queued using phantom call to CM. This queue data is also exported to CMS DB via EMC CMS Connector. So that CMS can become a single point of reports for EMC.