Call reporting options for PCA and Lost Calls 2

[MariaH333]

Dear Forum,
can you recommend software (other than CCR) for reporting PCA and Lost Calls, from within a specific hunt group of customer service agents? Our results from CCR aren't consistant between the wallboard and the reports, and between reports, which is most disconcerting.

We're using IP500 (version 8 software) with Phone Manager Pro, and currently CCR.

Many thanks for your consideration of this matter.

Mariah.

 

[hairlessupportmonkey]

Chronicall from Ximasoft will do PCA but its a bit of a work around. It will be a proper feature in an upcoming release.

Xima Development is investigating options for updating Realtime while Reports 2.0 is still in development.

Current Realtime Limitations:
Only one Realtime Value has a "Min Event Duration" option, Basic Finished Call.
Basic Finished call can be used in a formula to subtract calls where Min event Duration is greater than 20 seconds from all calls giving us a count of calls where Min event Duration is less than 20 seconds.
While this will work for specific event types, it does not count the Speed of Answer-- AKA sum of events prior to Talking event-- instead focusing on specific event types.
Example: Call in Queue state for 15 seconds, Ring state for 7 seconds. Focus on Ring event would count this call as Less than X. Total Speed of Answer is 22 seconds, which should have counted this call as greater than 20 seconds

ACSS - SME
General Geek

 

[MariaH333]

We tried Chronicall but found the single counter to be too limiting for us. Thank-you for putting it forward and noting that limitation so clearly. I'm hoping there is something else - surely PCA can't be too tall an order to get right in more packages.

thanks, Mariah

 

[RGPTech]

You might be getting different result in CCR because of the targets you select . I think if you use target as queue everywhere you may not face the problem for Answered calls and Lost calls

 

[MariaH333]

Thanks RGPTech. We've checked that and we do have them all lined up. Our target is always the same agent queue. Still getting these inconsistancies though.

Does anyone use anything other than CCR or Xima Chronicall for their stats wallboard and reporting?

Thanks, Mariah

 

[hairlessupportmonkey]

Mariah,

there are a couple of other products on the market, but none of them will match up to Xima.

If you find you have some limitations you cant overcome, please speak to Ximasoft for workarounds, feature requests, or assistance to make a feature work.

ACSS - SME
General Geek

 

[RGPTech]

Mariah,
In that case before changing product maybe you can raise a ticket and get clarifications from Avaya. Some of our customers had confusions when there were overflow calls are also involved and there can be confusions around counting of calls with CDR and CSR as CDR

 

[crashtest1000]

Be careful with the reporting in CCR in particular the GOS.
1. Make sure both WB and Reporter are set to the same Lost call and answered call threshold
2. Make sure you set a schedule to reset the real time states each evening so the WB 0s out
3. Make sure you are or are not reporting on internal calls is the same on reporter and WB
4. Most important don’t use the lost calls stat on the reporter wallboard or anywhere to calculate the GOS because manually it doesn’t use the lost and answer called threshold.

We did get our numbers to match.