CCM - Reports

[danramirez]

Hi Guys,

I have recently installed a CCM (Business Edition) with a couple of IVR ports as well.

This "Contact Center" consists of 2 agents and 3 queues... Main reason to deploy CCM was to route VIP Calls to "VIP Path" and to produce reports about performance of agents.

So far it is working fine, IVR Routing is great as well as real time monitoring with Interactive CC option.

Now... Reports:

I've seen from Web Client that there are hundreads of reports that can be produced, but honestly I don't know which is the one I need to accomplish customer's request.

Is there a manual that explais how to produce reports and the meaning of each?

Our customer want's simple things like:

- Number of answered calls, abandoned, interflowed during the day.
- Maximun waiting time of callers in queue
- Average waiting time of callers in queue

They want these reports to be produced daily and if possible to be emailed to a group of people.

Any advice will be appreciated.

Cheers,

Daniel

http://www.hatkana.com

http://www.wtelecom.com

 

[LoopyLou]

Not sure what is currently offered but most of that used to be availalbe in the path report.

An apple a day keeps the doctor away. Anyone else and you need to throw it harder.

 

[Billz66]

loginto ccmweb serverip\ccmweb

This is where reports are generated , viewed and scheduled for email or printing
there is a help page that should have links to the manuals


If I never did anything I'd never done before , I'd never do anything.....

 

[sarond]

As mentioned above look in the help section to download the CCS_BusinessEditionReportsGuide.pdf file as it has a description of all the reports.

I would try the Queue Performance by Period report first.

Business Edition doesn't have access to all the reports that the Enterprise does but should be sufficient for your needs.

 

[bobcheese]

Queue and/or Queue group by period
Queue and/or Queue group by agent
Agent performance by period
Agent performance by queue

Should make a good starting point

 

[bobcheese]

as per sarond, I think the business edition reports guide has a 'top ten' reports section also