Call Pilot Call Center Reporting Issues

[norteld]

Hello all. A customer of mine's Call Pilot suddenly lost all of its programming for some reason a couple of days ago. After reinstalling the keycodes and reprogramming the system, everything seemed to be working fine, but they realized the CCRS is not reporting properly. After the business is open and they have been taking calls, if they go into the "Real Time" and then "Agent Detail" for all skillsets, they can see how many calls have been answered by the agents that hour and for the day. The problem is that if they go into "Reports" and do a "Summary Report" for all skillsets, the number of answered calls in there is WAY off. It's almost half of what it says in the "Agent Detail". Any ideas what calls it's not counting and why? It was working fine before the system lost it's memory.

They are on an MICS 7.0, the software version of the Call Pilot is 3.0, and they are using the latest version of the reporting software (at least whatever was the latest version about 6 months ago). They have a total of 11 skillsets. 9 of the skill sets get callers transferred to them through CCR trees (4 in one and 5 in the other), one skillset answers a DID immediately, and the last skillset is a supervisor help skillset which only gets calls by having them transferred into it by employees.

Any help would be greatly appreciated. I have checked everything a dozen times but don't seem to see anything wrong with the programming. Thanks for your help!

 

[Dasheen]

Did u reinstall the re[orting after u reprogrammed your CP?

 

[norteld]

I did not. Once I got the Call Center back up and running, it seemed to pick up where it left off. I thought about reinstalling it but was afraid we would lose all data till then. The customer relies heavily on the data gathered by the CCRS. They use it for staffing purposes. If that's what I've got to do, that's what I'll do. Thanks for the feedback!

 

[RikRodgers]

Usually a CP reboot will fix weird errors like that. Since you're running all the same sw, I'd think it should.

Let us know how it works out.

 

[norteld]

Unfortunately I tried that, but it didn't work. I'm planning on reinstalling the CCRS tomorrow morning.