ACD Reports

[NewbieAtIt]

Sorry if this is a stupid question, but I'll ask anyway. We have acd queues already setup. Everything is working fine and we store the CDR and ACD data on our pollcat. How do I acturally view the ACD reports? At one time they were printing on the printer but I have changed that since no one was reading them and it was wasting alot of paper all day.
Thanks for any help.
Laura

 

[LeeMcCauslin]

When you changed that, what did you change it to? I am not familiar with pollcat. I don't have any of the Symposium or fancy reporting but what I do have is the OTM billing system. I have it create an extension detail report every day for the previous day's calls - it saves it to a network storage device and emails the report to the people who care about what the ACD group is doing. It's basically a log of all incoming and outgoing calls on the ACD sets but OTM has other reports built in too. I rarely have to intervene other than to add or remove an extension to be reported on. I can say it was a pain in the butt to get set up initially but has been running for a couple years now with little help from me. You do have to keep OTM's task scheduler open all the time.



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"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[NewbieAtIt]

I didnt change that, our previous person did it a long time ago. The pollcat just stores both logs. I have a VB program that formats and prints the CDR after I download it to my pc. The acd log is not readible as I can tell. I thought there was something I did to just view it whenever necessary. We have the ACD package C installed.
Thanks
Laura

 

[LeeMcCauslin]

The raw CDR data is readable if you know how to interpret it - I can't but there are folks here who can - I saw a breakdown of it once but that was a while ago.

I have a PC connected to my switch and the CDR data is streamed into a file that gets saved. The PC also runs OTM which has the Telecom Billing module installed in it - it reads my raw CDR data and formats it pretty so I can read it and then emails it to me and a few other people.


As far as I know, the raw data is all just text. If you don't have OTM you should still be able to rig up something to parse your raw data into a readable format (There may even already be something in the FAQ/File links of this forum)

But the raw data is probably for every call coming into and going out. My ACD group is only 20 (out of 300+) phones so I only get the data for them in my reports...I'm not a programmer but the ones I know seem to think it's a pretty simple matter to format the raw data - maybe whoever wrote your VB program can extract the sets you want to report on?

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[NewbieAtIt]

There are 4 reports automatically being generated every hour, I just dont know how to view them.

 

[LeeMcCauslin]

That's a lot of reports! These are the ones that used to be sent to a printer, right? Can you see what extension the files have? (Or is it something custom to your VB program). Is it the VB program that creates the reports? I think I'm getting lost in your translation - Your switch sends you raw CDR data - something uses that data to make a report and sends it to a printer.

In my case that something is OTM and instead of a printer (which I could do if I wanted) it sends the report to a rich text file that gets emailed to people.

In your case, knowing what creates the report might help determine what it will take to read it. Or maybe there is a setting to send it to a readable format instead of whatever the printer wanted.

=======================================
"Dyin'? Boy, He can have this little life any time He wants to. Do Ya hear that? Are ya hearin' it? Come on. You're welcome to it, Ol' Timer. Let me know You're up there. Come on. Love me, hate me, kill me, anything. Just let me know it... I'm just standin' in the rain talkin' to myself." Cool Hand Luke

 

[NewbieAtIt]

Sorry about confusing you. OK, what happens is the data is sent to our Pollcat which is a buffer box of some sort. The CDR data I can download and I run a VB program against it and all is good.

The ACD data is also set to go to the pollcat. It is not readable as easily. I could of swore I figured out how to run the report against that data, somehow. But I just cant remember what I did. I guess I was thinking I could run an LD and just do print screens. It's driving me crazy because I did it some time ago. If I'm still confusing you, just ignore me, it's OK.
Thanks
Laura