Search results for query: *

There was a previous thread on this marked as closed, but the "answer" was not specific enough to help if encountered.

Yes, I understand. I just worded my qustion somewhat poorly. We are looking to exclude calls that had a duration of less than 5 seconds, but we use the SkillsetStat data for most of our accounting....there doesn't seem to be a place to account for short calls at the Skillset level except to...

When setting "short calls" in the configuration area of CC6, where does that affect or rpeort values for such calls? Is there any way to get a value for calls abandoned less than "Short call value" at the skillset level?

I'm new to CallPilot and am used to getting our data from our Nortel Symposium server via ODBC. Since I don't like the CallPilot Reporter output is there any way to get the data via ODBC for purposes of building reports that suit my needs?

Can I just zero out the abandons at 2 of the 3 networked sites at the Skill level and have it be accurate?

I've set up reports for all skills at two sites and report on them separately...however...the abandons seem to be duplicating. Since we basically queue the calls at one site and reserve agents for the calls on the other site should there ever be abandons reporting at the remote sites? How does...

The agents just say they aren't doing it. Proving they are getting x calls and that translates to y VM's would be a start. I'm not familiar with accessing or location of the call detail record.

Ya can't fix it if you can't prove it's broken.

ASPECT had a simple report for this also....even if you can clean up the call by call and reset the hour limitation in Crystal (which is possible)...you still don't get the agent activity side of the data...it is simply the call flow.

Hi, Our call center is experiencing difficulty managing agents who take a lot of direct calls not queued. The complaint is they are letting the calls goe to VM and not returning calls. Is there any data available on the VM system or some way of referring to calls that don't get answered to an...

I have 2 seperate fields as above, one date and one time. I'm trying to set a parameter for each that will get me all 15 minute time intervals in a range from two different days. (Call center time zone dilema) e.g. - 10/31 to 11/1 from 8:00 pm to 8:00 am. Seems to me the issue is that 8:00 pm...

How do the two integrate? I assume it is a login over the network and not a physical connection? There are many answers to this question since it is kinda vague. The two are integrated at many levels. There isn't a physical connection between the hardware pieces, but the relationship relies on...

We have interfaced the two. Do you have specific questions I can answer? We don't have any overall issues....

The Ops director and call center director setup a standard filter in their real time display to segment the output by a user defined name....where or can I find that reference in the database tables and fields. e.g. - I log into CC manager with a generic login....access a private display...

You have anyone using Crystal reports? You can pull the entire call by call and try to isolate by CLID in the event data. Or if you have anyone that is good with ODBC they can pull event data from the call by call table.

Oops....HOLD removed. NR time is used in our center for all non-call related activity, so it factors in as "work time" Thanks for the correction on HOLD.

I'm trying to get telephone occupancy. I've managed to make some headway by making some of my own rules associated with the values. I'm currently toying with the idea of using the following for my values: (from AgentPerformanceStat) Work time = Talk + Wait + Hold + NR Time and then using the...

Hi, I just tried to put together an occupancy formula using the Agent performance table...but the work time I've settled on....regularly comes out higher than the logged in time giving me greater than 100% occupancy. I basically used all the "time" values for my work time and the field value...

EAch of my sites is networked, but uploading a Crystal report to one site won't allow the report to reference both sites. If this report is uploaded to the NCC will it pull both sites data?

Bingo! I knew it was something easy. Sometimes you just stare at it and someone else needs to kick you in the head. Thanks a ton for your quick answer.