Hi.
Im trying to put together a historical report.
The report gives basic stats about an agents activity like time in aux, acw and auxout.
The agents are mostly making outgoing calls in aux (hence the auxout parameter).
The problem is that I would like to filter out somehow the calls that were less then 5 seconds because the agents often encounter voicemails and hang up immediately. Because is a pretty busy CC these few seconds add up to a huge number.
The auxout is a cumulative item, and I there is no parameter that I could use for the query (something like abncalls1-9 or service level incrments).
Is there any way to make this report work?
Thanks in advance for any input!
Im trying to put together a historical report.
The report gives basic stats about an agents activity like time in aux, acw and auxout.
The agents are mostly making outgoing calls in aux (hence the auxout parameter).
The problem is that I would like to filter out somehow the calls that were less then 5 seconds because the agents often encounter voicemails and hang up immediately. Because is a pretty busy CC these few seconds add up to a huge number.
The auxout is a cumulative item, and I there is no parameter that I could use for the query (something like abncalls1-9 or service level incrments).
Is there any way to make this report work?
Thanks in advance for any input!
