CC6 reports

[Nortelshop]

Have the reports changed in CC6 from SCCS 6.0 becuase i can not find many reports like how fast the agent answers the phone, an average call answer of the calls, or how many calls were answered out of the total calls. It seems as if the reports have changed??? Am I missing something? How do I pull these reports? I know I get into Historical reporting, then i use to click on Agent Performance in SCCS, but when i do thisa now, the numbers aren't there? What gives?

 

[Milesprower]

CCM reports are overwhelmingly the same as SCCS reports. Make sure your setup is correct and that you are pulling reports for time periods when there is data.

If you pull a report for a period when there is no data, you will get blank reports.

Was your system database migrated from SCCS to CCM or was CCM put in new (without the old data migrated over).

 

[captaingadget]

I agree with Miles, I can't see a great deal of difference with CC6 and SCCS5. Are you in the correct partition?