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Historical report for all splits 1

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MichalPol

Technical User
Oct 26, 2006
20
US
Hi Everyone,

Is there any way to create historical report for all splits/skills existing in the CMS?

Many thanks and Regards,
MichalPol
 
Hi again,

I forget to add I need to know which agents were logging in/out into skill during last month to check witch agent account is active, so I need one report for all skills showing agent login/logout activity during last month.

Regards,
MichalPol
 
Try this one:

Input - SPLIT (multi-value)

Query - LOGID, max(LOGIN), max(ROW_DATE)

Where statements - ACD=$acd and SPLIT=[Splits/Skills:] GROUP BY LOGID

This will display the last date and time any agent with any one of those skills logged in.
 
Since you want this for all skills, you don't actually need to use SPLIT as an input.
I have an Agent Audit report:
SELECT UNIQUE haglog.LOGID, min(haglog.LOGIN), max(haglog.LOGOUT) FROM haglog Where ACD = [ACD:] GROUP BY haglog.LOGID

Sean Murphy
Call Centre Analyst
IAG New Zealand
 
Hi Guys,

Many thanks for replay but can you send me step by step how to creat such report on CMS?

Thanks
michalpol
 
Depends on what components of CMS you have purchased/have access to. Assuming you have report designer access...
Commands > Report Wizard > Next >
Historical:Daily > Next >
GridLayout > Next >
Agent > Agent login/Logout > No Pre-Selection > Next >
Add: Agent Name, Login Time, Logout Time > Next >
Fill Table by Row > Next >
Leave Input prompts > Next > Next > Next >
Edit Report in Report Designer > Finished >
From Report Designer, Edit > Queries > Query0 (EDIT)
Highlight LOGIN on right side panel, click edit and change to MIN(LOGIN)
Highlight LOGOUT on right side panel, click edit and change to MAX(LOGOUT)
Click WHERE
Delete the "and SPLIT = [Skill:] and ROW_DATE = [Dates:]" section from the Where panel at the bottom. Add "Group by LOGID" at the end of the where statement.
OK
Remove the Date and Skill fields from the report page.
Edit > Inputs. Remove both inputs.
Report > Save As
Report > Run (test the report).

You'll probably need to make some modifications to the date/time format in the resulting table.
Report > Design

Sean Murphy
Call Centre Analyst
IAG New Zealand
 
Many thanks Sean!
It is working.
You save a lot of my time.

Regards,
MichalPol
 
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