CUSTOMIZABLE REPORTS ON SCCS 4.2

[hectorbest]

Does anyone know if i can make a report like this report of rockwell pbx???


Time <=5 <=10 <=15 <=20 <=25 <=30 <=40 <=50 . .etc

07:30 handled 1 0 0 0 0 0 0 0 ...etc
abandoned 0 0 0 0 0 0 0 0 ...etc
08:30 handled 1 0 0 0 1 0 0 0 ...etc
abandoned 0 0 0 0 0 0 0 0 ...etc
.
.
.
etc

my customer ask me about this report ´cause need to measure de activity of skillsets in time x calls but in intervals of 5 seconds to 180 to measure the efficent work

thanks

 

[Milesprower]

Look in the historical reporting guide. Nortel has different "buckets" than Rockwell, so you will not be able to reproduce exactly, but you should get something close.

You will need Crystal Reports (or another ODBC reporting tool).

 

[hectorbest]

Thanks Miles,

But i wonder if in meridian max was possible have reports with intervals of 5 sec why in symposium not appear in the basic reports, anyway, Are you think that i can obtan a report of all skillset? for example; from 1th April to 30th April in intervals of.. possible not 5 sec but more or less 15 sec, because its important to take the efficiency of the skillset because my Average have to less 180 secs for move some agents to other skillset like this:

skillset1 HELPDESK
skillset2 EMERGENCY SPANISH
skillset3 EMERGENCY ENGLISH
Agents 10 Agents

a call arrive to symposium script, the agent1 have prio1 skillset1, prio2 skillset3 and the call is from skillset1 the agent have just 3 min to attend the costumer but he terminate the call only in 25 secs,

My costumer wants to report these calls for example 10 calls between 20 secs and 60 secs, we can assing the best agent for this skillset.

what you think

 

[bajangsa]

The information in the database is store in intervals of 2 seconds up till 70 seconds, thereafter in intervals of 10 sec.
Use ODBC from the program of your choice, most people use Excel. Look in the ApplicationStat table.

As an example of which information you can get, run the standard reports Application Performance before Answer and Application Performance before Abandon.

 

[sandyml]

Keep in mind that the term "interval" for this product means 15 minutes for historical reporting. You should be able to get at what you want though, if you develop a repot that uses formulas. And I think you'll need to use call-by-call data -- but the storage on that is generally pretty short due to the large amount of space it consumes, so check to be sure of your timeframe in Historical Statistics configuration. This type of information is sometimes pulled out through an ODBC connection to a third party database.