Custom CMS report

[cma039]

I was wondering if there are any reports in cms that could tell me total number of calls for a split or an agent and then tell me how many of those calls were over 180 seconds and what % of calls were within that interval. Thanks in advanced for your help

 

[Stinney]

Split/Skill Call Profile reports will show you. But you have to have the profiles already built for the split in the Call Center Adminstration | Split/Skill Call Profile Setup.

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[cma039]

Thanks but that report only gives me data for the time it takes to awnser the call i am looking for the the total time the call is in the acd to include hold time talk time etc. any help would be appreciated

 

[wil19148]

Provided the calls stay in only one VDN, you can create a custom report and use your where statement to specify "[...] AND VDNTIME > 180". This would automatically exclude any calls that were less than/equal to 180 seconds regardless of whether it was Time in Queue, ACD Talk Time, or Hold time.