ACD Reports

[Guest_imported]

Hello,

I need to generate a report on an acd que that details agents id, time frame per interval, number of calls 0-3 minutes duration, 3-10 mins and 10+ mins. Any ideas

ian.jones@barclays.co.uk

 

[moose4me]

Unless you are using an ACD Max on your PBX, the most that you can get are 4 basic reports in raw fashion which are: agent group, queue stats, trunk routes, and agent positions. You can set up the queue to print one or all reports as well as the time interval, days of week and how often to print, such as every 30, 60, 180, or two hours. These options will give you a pretty descent report but you have to manually extract the details you need. The maridian max can do that for you and more. See LD 23 for further information for the reporting.