SkinnyBaldBloke
Technical User
Hello People,
Wondered whether or not anybody out there has been working on or with a Cisco IPCC, (i.e. CallManager+ICM+IP-IVR). We, (an I&CT consultancy company), have successfully implemented an IPCC for a Call Centre customer. It has provided them with the functionality that they require and, barring one or two momentary glitches, has been fullly operational for a period of nearly 3 months. However, the reporting side of things is proving a little unreliable. When running different types of reports via the Monitor ICM tool, we seem to rarely get the same figures and often the divergance in reports is 10%+. For instance a Call Type report will show X calls handled, a Service report will show Y calls handled and a Skill Group Report will show Z calls handled. In theory all should be identical or within a tolerance of 1% to 2%. If there is anybody out there with any similar issues with the reporting aspect of Cisco's IPCC, I'd love to hear from you.
Wondered whether or not anybody out there has been working on or with a Cisco IPCC, (i.e. CallManager+ICM+IP-IVR). We, (an I&CT consultancy company), have successfully implemented an IPCC for a Call Centre customer. It has provided them with the functionality that they require and, barring one or two momentary glitches, has been fullly operational for a period of nearly 3 months. However, the reporting side of things is proving a little unreliable. When running different types of reports via the Monitor ICM tool, we seem to rarely get the same figures and often the divergance in reports is 10%+. For instance a Call Type report will show X calls handled, a Service report will show Y calls handled and a Skill Group Report will show Z calls handled. In theory all should be identical or within a tolerance of 1% to 2%. If there is anybody out there with any similar issues with the reporting aspect of Cisco's IPCC, I'd love to hear from you.
