Combining CMS Reports

[azphoneguy]

Hi

I am trying to figure out if the following is possible. Our contact center is looking for skill performance statistics by location. Location A wants to be able to see how they are performing in relation to Location B real time.

I have found canned reports real time/split skill/agent status by location where we can see what the agents are doing. The contact center would like to see how each group is contributing the overall performance of the skill real time.

I tried to design a report but it does not appear to be possible. Our contact center management says the had this in previous centers they worked in.

Anyone know if this is possible?

Thanks

 

[4merAvaya]

The Avaya CMS Network Reporting may do what you are looking for.

Kevin

https://support.avaya.com/css/appma...H10xKgFkXq5FTfr8lpwYf2PhKLchVycgv!-1689784248

 

[azphoneguy]

We are still running CMS R13 and will probably upgrade when we get to CM5. Any suggestions that will work with R13?

Thanks

 

[4merAvaya]

That package is backwards compatible to v12 CMS.

Kevin

 

[SF0751]

Do both locations answer calls for the same skill?

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[azphoneguy]

SF0751Both centers do answer calls from the same skill.

Also I will take a look at the application suggested by 4merAvaya.

Thanks

 

[Stinney]

You don't have the canned Historical Split/Skill report Split/Skill by Location? This allows you to view by location summarized by day.

How granular are they looking to get the report? Interval, Daily, Weekly, Monthly?

- Stinney

Quoting only proves you know how to cut and paste.

 

[Stinney]

Sorry, realized you are looking for side by side real-time.

- Stinney

Quoting only proves you know how to cut and paste.

 

[azphoneguy]

Stinney

They are basically looking for real time split/skill performance data grouped by location. I have tried to create this as both a real time and interval report with no luck. I really do not see an option in our current environment to combine these two elements into a report.

Thanks

 

[Stinney]

So, if you could create a report that mirrored the Real-Time | Split/Skill by Location, with more data, like ACDCALL, etc. with 2 tables in the same report showing what each site has done, would that work?

This is something that can be created.

- Stinney

Quoting only proves you know how to cut and paste.

 

[Stinney]

Just checking in.

I can help you create a Real-Time | Split/Skill by Location with to tables in one report if you need. Just need to know that this would work for you.

I'll be on vacation for 2 weeks after this week. So it might take time to respond after Friday.

- Stinney

Quoting only proves you know how to cut and paste.

 

[azphoneguy]

Stinney

Thanks for the offer! Unfortunately I do not have any time this week. If I have not worked this out by the time you return I will reach out to you.

Thanks