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

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?

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...

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...

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...

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?

I'm trying to suppress various values by isolating a text field that starts with "wk_warm". I would like to suppress all other values with a "does not start with", but that isn't an option. What am I missing?

Hi, The business is asking if there is a CLID collection on abandoned calls so that they can run a survey by calling our abandons back. I don't know that I've ever seen the CLID in the call by call for an abandon? If so what field would hold it?

Since our NR codes are defined by us, those are easy, but the above code, tagged as actvity code #0, I can't figure out. It appears quite a bit when I run activity code reports, but I don't know what state it is trying to tell me the agent is in? This is coming from the ActivityCodeStat view...

I'm curious why there are no standard reports that calculate or output an abandonment rate field. I'm trying to explain to people that calls offered isn't what they think it is and they are calculating their abandonment rate incorrectly. Thoughts?

I've been writing reports in Crystal for ASPCT and we have added two Nortel call cetners into the mix. For the life of me I can't find data builds similar to what I'm used to seeing in other CC DBs. One of the things I'm looking for is a detailed agent activity record. Closes I can get is...