Hi all
We have a customer running CM + CMS systems, all are working fine but the customer want a new historical report from CMS that contains (Number of ACD calls, % of answered calls, total answered calls, calls per agent, answered call per each agent, abondant calls per skills and per agents)he want this fields only in one report, the problem is that I found this fields in different pre-defined reports of CMS not in only one.
My question is: is it possible to customize a new historical report in CMS as customer define ?
Thanks in advance
We have a customer running CM + CMS systems, all are working fine but the customer want a new historical report from CMS that contains (Number of ACD calls, % of answered calls, total answered calls, calls per agent, answered call per each agent, abondant calls per skills and per agents)he want this fields only in one report, the problem is that I found this fields in different pre-defined reports of CMS not in only one.
My question is: is it possible to customize a new historical report in CMS as customer define ?
Thanks in advance