basic call by call reports

[shmish111]

I am helping to run a call centre with about 150 people. I have created some custom crystal reports using the AgentPerformanceStat tables/views but what I really need is to be able to generate a report (perhaps 2 or 3 every day for different agents) that shows every call that day. The only info I need is whether the call was incoming/outgoing, the phone number and the length of the call. I have been told the only way to do this is by enableing call by call in symposium but that this is very resource intensive and so is not advisable. For example, yesterday we made about 1500 calls and answered about 1100. If I could just store this info, it doesn't seem like much to me (less than 3000 16 digit numbers and a call time, per day). I was also told that symposium would only do it for incoming calls. Surely a powerful call centre system like symposium is capable of keeping this most basic of information?

 

[Milesprower]

Call Center applications are designed to route and track incoming calls. Some have added outbound applications and tracking, but for the most part the call center application does not provide information on outbound activity.

Nortel SCCS/CCM does not track outbound data in its standard views. I think you are looking at mining the Call by Call database (which is a chore).

 

[shmish111]

Thanks for your quick response.

I'm new at this, it's my first job and I've been thrown in at the deep end a bit. This is good but it means there's a lot of basic stuff I don't know about.

The thing is, there's a lot of sales centres in the world and they probably all give performance based bonuses. Checking through people's calls everyday (partly to check cheating!) seems like something a lot of people would want to do. What products do people with Nortel systems generally use for this? I'm going to go ahead and make a report using the call recording system I think but it just seems a little wrong and I'm not sure if it records everything yet.

 

[captaingadget]

Miles is quite right, Symposium is not geared up for outbound call analysis.

Best use a standard call logger which will give you the basic inbound and outbound call detail which you seem to require.

Of course if you haven't got a call logger then you are rather stuck.

Call by call stats are extremely tedious to analise.

 

[mattb025]

Do you have OTM?

If so you can configure Reports based on users DN's for incoming and outbound call. It is not as slick as symposium,but the telecom managment reports have worked for us in the past.

Couple of catches
1. it is server based unless you opt to buy web module (we did not)
2.) I have never been able to get run by itself on daily basis. We have to run the once a week by manually. (yeah)

 

[shmish111]

I'm pretty sure I can do it using the call recording system but my boss isn't happy about it and feels there should be a more integrated way of doing. Nortel don't seem to have their own product but are partnered with a company called DATAPULSE who make call management pakage designed to fit into a Noretel system. I just don't understand why it isn't a simple add on option in the Nortel systems like callpilot or something. It seems like something a lot of people would pay for?!