CCC Report - Agt Grp Tab Summary Show Hunt Grp Calls ONLY..

[memphistim]

Anyone have a report that shows what the Agt Grp Tab Summary shows, but
ONLY shows the Hunt Group calls for the Calls Received and not all
calls into the Agent??

I have a customer who is using the Incoming Calls by Target Group to
show the daily calls into the call center hunt group...which shows ONLY
the hunt group calls answered by agents.

When they try to look at the AGTS for a particular day, the numbers
don't match since the individual agents are showing all calls (DID, AA
transfer, internal) that were answered by the agent.

Just curious if anyone has created a report using the Crystal
Report/Report Designer and would be willing to share.

Thanks much,

Tim

 

[intrigrant]

What you see in these reports is correct as the target reports show only the calls targetted to that specific group while agent group reports show all calls received by the agents in this group, but only those agents that are not member of a higher numbered group are in the report.

Adjusting the reports with cystal reports is quite easy, only the data selection filter has to be changed but without a designer license there are only three custom reports available.

NIHIL NOVI SUB SOLE

 

[IPOfficeIreland]

what i do Tim as Intrigrant says, create a group with all agents in it. This group has to be the highest number, e.g. 8999 in the IPO.

Report on this group will give agent stats overall.

Cheers