Creating Custom Report Question 1

[chippowell]

SCCS 5.0. One of my call center supervisors doesn’t like the way Abandoned Calls is calculated on the CDN Statistics report (ABANDONED % = ABANDONED/OFFERED). “Offered” includes terminated or routed calls, and she would rather remove those calls from the equation before calculating abandon rate. She says this is standard for the industry, but I can’t really speak to that.

My understanding of Symposium is that you can’t really develop your own reports with it; you can only tweak existing report templates by adding and substracting elements (agents, skillsets, applications, timeframes, etc.). For what she’s looking for though – changing the way a field is calculated – it seems like a whole new report would need to be developed, and you need a third party report developer (Crystal) to do that, is that correct? Am I on the right track here? Can anyone shed any light on this, or have any general feedback about this issue?

Thanks!

 

[johnjose]

That's right - you cannot modify Standard reports.
But you can access the database on the server and then to extract data to the Excel sheet on the PC. You will have CDN report with OFFERED, ANSWERED, ABANDONED, TERMINATED. Now you or she can calculate in Excel sheet whatever you need.
I.e. %ABANDONED = (ABANDONED/OFFERED-TERMINATED)*100.

jj

 

[chippowell]

Yeah, she's kind of already doing that by exporting the report to Excel and running some different calculations on it. Thanks though!

 

[Scummings]

Hi

johnjose doesn't mean you should export the standard reports to excel. He means you should access the tables directly. The tables contain a lot more fields than the standard reports do

 

[chippowell]

Thanks. Can I ask how you access those tables directly? Is this reasonable for a call center front line supervisor, who only has the Symposium Web Client interface? Or is this something that I, as the SCCS administrator, would have to do for her whenever she needed the data? (Ouch!)

Thanks again!

 

[steel451]

We use Crystal Reports in our centre to customize our reporting with reports then run and distributed by the MI team.

You will need Crystal 9 Professional (or higher) and you will then need to be able to connect to the Symposium database. This is easier than it sounds particularly when you realise that to logon to the datasource you only need to use the normal Symposium login id and password.

Once you have done that it is just a case of working your way through Crystal, you can copy and modify a standard report.