Agent Login-Logout report differences in CCMA 6

[glarkin]

One of our sites recently upgraded from SWC 4.5 to CCMA 6. The supervisors are complaining because the Agent Login-Logout report on CCMA shows all of the Not Ready instances along with the login and logout times and they say it makes harder to read. The SWC 4.5 report only showed when the agent logged in and logged out.

Has anyone else heard this complaint? I uploaded the Crystal Report from SWC 4.5 into CCMA but you lose the ability to change which agents to report on. Is there a workaround to this or a way to filter out the Not Ready data from the new report? I work with Crystal and can deliver custom reports to the supervisors but I want them to be able to pull their own reports via the CCMA web client.

Greg

 

[DancingDave]

I've not used the report wizard much, but couldn't you copy the existing report and then strip out the not ready info and then reimport?

DD

 

[glarkin]

In Report Creation Wizard, when I select "Open Existing Report" I only see a folder for Sample Reports and unfortunately the Agent Login-Logout report isn't one of them. Should I be able to use the RCW to open any of the standard reports on the web client?

Greg

 

[Milesprower]

Yes, all report templates are stored on the CCMA. Look into the documentation for the path where templates are stored. The path is also shown in small print on the bottom left corner of each report.

 

[croat1]

This is design intent. Check Historical Reporting and Data Dictionary NTP. CC 6.0 added new features to Agent Login/Logout report

 

[glarkin]

We received more complaints about that one small report change than anything else in CCMA 6. I ended up plodding through the RCW to create a LO/LI report that only showed the login and logout events and ignored everything else. Once I imported it into the CCMA the supervisors could select which agent IDs they wanted to see like they can with the reports that come with the system.

I really wish Nortel would let you import reports from Crystal into the CCMA so that users can adjust select criteria other than just the date. The RCW is very limited and the interface is lacking.

Thanks for the input,


Greg

 

[Milesprower]

You can import reports from Crystal. Refer to the early sections of the Historical Reports and Data Dictionary.