CC6 Custom Report

[MattNorman]

I need to create a report in CC6 which shows the number of calls offered for each 15 minute interval.

This will be for several application but I dont need to know the number of calls offered for each application just a total for each interval.

Can anyone point me in the right direction.

Thanks

Matt

 

[trvlr1]

Try the CDN (Route Point) Statistics report.Found in Historical Reporting-Public Report Templates-Others. This will give a few things, including the calls offered.

 

[MattNorman]

Thanks for the reply.

I have checked and this report gives different volumes to the application performance report so not really an option.

Im not sure why this is but we have a really strange set up.

All of our agents have their own application so not sure if this is soemthing to do with it.

Any other suggestions?

Thanks

Matt

 

[bajangsa]

Since all calls are offered to the Master Script, why not run the Application report on the Master Script using Interval reporting (you will of course not get the answered calls there)

 

[MattNorman]

Unfortunately this will include all applications but I want to do it for groups of applications.

Matt

 

[Utreg]

You can filter out some applications?
Or use a DNIS report to show the number of calls offered.

 

[MattNorman]

The DNIS report doesn't summarise the data in the way that I want.

I need the total calls offered per interval for a group of applications.

Matt

 

[mharty]

Matt
If you created an interval user-defined Application Peformance report, and selected those application groupings you wanted summarized, would it not provide that at the bottom of the report by default? I thought there was a summary for each application as well as a total for those apps selected, but I could be wrong.

 

[MattNorman]

It would summarize all the applications but not be interval.

Matt

 

[millerpfs]

You potentially add a middleman script, one that just did the same type of routing that your master script does, but then it routes to your individual applications (based on cdn, dnis, etc).

Once you do that, the next portion of scripts become secondary scripts, and the new routing script becomes your primary script. You only point the applications to this script that you want to be able to report on.

Then once you run an application report on this routing script, you should be able to see the exact data that you want.

This won't provide you any currently historical data, but should provide what you are looking for going forward. Thanks!