CCC reporting issue

[nohuhu]

hello guys,

recently i've got a site with call center running ipo bumped on my head. there are numerous performance and stability issues i'm busy with and a whole bunch of problems with reporting. one of them is this: there is a group of operators called 'operators'. it's using queuing and overflowing to group called 'reserve' which consist of the same operators plus some additional people. now, the 'reserve' group has its reporting almost ok with some minor issues, but for 'operators' group there is no data at all. no calls, answered or lost, no active operators, nothing. on the other hand, 'reserve' group shows a large flow of calls completed on the member 'operators'. so the questions are, why there is no data on the 'operators' group and why this group is shown as a member of 'reserve' group? i'm not clear how the reporting in ccc works, can somebody enlighten me? besides of avaya trainers of course. i'll take the course on ccc but not today, but the problem is pressing.

p.s. ipo's 412 with 2.1(27) software, ccc is the latest load and delta server is 4.0.36.

 

[intrigrant]

If all the users of the Operator group are in a higher numbered group then all data is stored for the highest mumbered group.
So report on DID and the highest numbered group, then you will get the requested data.

 

[nohuhu]

intrigrant,

i'm sorry but i'm not very familiar with ccc. what do you mean as 'report on did'? i didn't see any checkbox that i can tick to enable reporting on particular did number. i'm not clear at all how ccc determines which hunt groups/trunk groups to report on. i think it interprets users with forced login enabled as agents and does reporting on those agents, but what about hunt and trunk groups? i'm familiar with definity call centers but ip office one is something completely different and poorly documented as well.
also we have a problem with lost calls reporting. sometimes supervisor sees on wallboard that about 50% of calls lost, and this is just plainly wrong. i can't understand why lost calls counter increments by itself all the time.

 

[intrigrant]

To make a short story long
What i mean is this :
All agent activity is recorded in the highest numbered group the agents are member of.
So if the operators are in group 300 and in group 500 then all member activities of the operators are recorded for group 500, a report on group 300 will show no activity.
The group 300 will be a member of group 500 because the operators are als member of that group.

With DID i meant DDI, the external number the caller dialled to call the group.

So, to report on agent activity select the reserve group, to report on the totals of calls answered, lost etc. select a DDI or Pilot report and select the DDI number wich routes to the operators group.

In order to have a good working Call center make sure that all names in the IP Office are unique and have no special characters in it, groups must have a number and must be of "Idle" or "Hunt/linear" type and all groupmembers must be set to forced PIN and those users must logout end of the day.
Do not allow any groupmember to use call-pickup on callcenter groups, do not program keys with call center groups. All these options will generate lost calls.

Check the following link for some additional info :

http://www.pbxtech.info/showthread.php?t=2434

Still online? CCC reporting is pretty tough to understand, especially the highest group number makes it fuzzy.
I hope that Avaya really takes that out in release 5.1, would make it way easier to build/use reports.