CCC Agent Report Issues

[KevDBF]

Hi

I am running CCC 5.0.13 (Delta Server 5.0.14) and after a recent reinstall am having a few issues with the Agent Group reports. They worked fine before.

The issues I'm having all relate to things like time logged on, time in wrap up, incoming etc... The numbers of actual calls are all correct but these amounts are way above what I would expect.

Any suggestions on what I should be checking - my agents only work from 9-5.

Thanks

 

[janni78]

Depends on what type of info you want from your report.

Agent Group reports show information about all the calls to the agent that is member of the group, not just the calls he answered on that group.

 

[KevDBF]

I don't think I was clear enough - I want to know the amount of time each person is spending (during their normal working day) in wrap, incoming calls etc...

The Agent Group Tabular report is the one I have been using (plus a minor amendment) and it has always been 100% correct.

After a recent problem where I needed to reinstall the whole server and set up CCC reports again, the same report is now showing things like the agent is busy 8 hours a day, ready for 2 more etc... but they are only here for 7 hours.

The strange thing is that the report shows the correct amounts of calls answered, made...

 

[Escorthosis]

Are you 100% sure you were running the same software versions before the reinstall.
Both releases you mention are pretty old and new ones have been available quite some time. CCCV5_0_33 uses DeltaServer 5_0_31.
Maybe you updated the deltaserver in the past and you are using a different setup right now.
I would try to upgrade the CCC machine to the latest release.

 

[KevDBF]

Well...I'm pretty sure.

I did though upgrade everything to the current release and this did indeed fix the issue.

Thanks for the post.