CCC V5 REPORTS HELP!

[digital12188]

Senerio

Customer has call center set up with multiple groups for various departments. Agents log in and then chose what group they work for that day.. The Hunt groups are also set up with overflow groups in case no one answers or is busy in the primary group called.

The calls come into AA with differnts options to chose from. I am using the VM flow reporting to collect the total number of calls into the AA.. However, since the groups are set up with overflow groups I can't get an acuurate count of calls to a specified primary group vs calls that came into that groups from an Overflow action.

is there any way to do this?
Any help would be appreciated!

 

[telecomtekperson]

As I read, when a call hits the overflow threshold, it, for the most part, forwards the call. That might goof up the report.

BUT, what about the target group reports? I am assuming that the target would be defined as the group the call was originally intended for, so those might be what you want.

But I am no expert with CCC.... Let us know what you find, would be interested to hear.

 

[raknas]

The problem with ccc is that if you are member of multiple groups reporting is to the highest group number. I don't know if this could be related to your problem.

 

[telecomtekperson]

But that wouldn't affect target group calls. That would affect system related reports.

But yes, you have to make sure that if you are making groups and have users in multiple groups, you need to have a "dummy group" with all users in it.

 

[digital12188]

The problem with the Target Group reports is not only does it count the calls comming into it as primary but calls that overflow to it.. So I do not tell if count is because it was called or Overflowed to.

 

[intrigrant]

The problem is that the overflow time is set, make it blank and then the overflow groups are considered as ordinary groupmembers.
In the reports you can see calls answered by the overflowgroup.

 

[digital12188]

I am sorry.. I don't quite understand what u mean.. Don't you need the overflow time set in order for it to over flow? and what do you mean they are cosidered as members?

 

[intrigrant]

If you set a value in the overflow time entry then calls will only go to the overflow group after this time-out.
These calls are "diverted" from one group to another and these calls will stay in the overflow group.
If you leave the overflow timer value blank then the calls will only overflow to the overflow group if all users of the group are busy, the overflow group will only ring the time set in the group ring time option.
If you want to ring the overflow group longer then add the same group to the overflow list.

 

[telecomtekperson]

Intrigant, in that scenario, where you leave the overflow blank, when the call goes to the overflow group, is it still reported as part of an answered call in the originating group??

 

[intrigrant]

Yes, the overflow group will be treated as a agent of that group.

 

[ipofficetek]

But yes, you have to make sure that if you are making groups and have users in multiple groups, you need to have a "dummy group" with all users in it.

Please could you explain how to set this?
I have the problem with reporting and pc wallboard, that the values not correct are.