Inbound Calls Per Hour

[jsrobinson3]

I am trying to create an inbound call report that shows all the calls between 1pm - 2pm (and every other hour) throughout the entire month (24 rows with the total for each hour from the entire month). I was able to get it to work by creating a new table for each hour on in the historical report, which is a pain. That works and shows the correct information but when it is exported or emailed it shows each table as a different sheet/page/file. If you set it to export the data by hour it breaks it down to every hour in the month(creates 24 rows for each day). This is very annoying and almost impossible to interpret quickly. There has to be a better way to do this. In most call reporting software I have seen this is a builtin report but with IPOCC I am spending hours pulling the data out. The customer needs this report emailed out to someone that does not use or have access to IPOCC UI so I can't just tell them to go get it from the report I built. Please let me know if you have any thoughts or solutions.

What I have now:

What I want:

 

[janni78]

Can't be done.

What I've done is that I've built a web page where I upload the IPOCC CSV report and get it by hour, by weekday or day of month.

"Trying is the first step to failure..." - Homer

 

[jsrobinson3]

@janni78 - Thank you. I was hoping to hear something better. It seems if you want reporting data from IPOCC you have to either connect to the postgres database or spend hours reformatting what it exports.

 

[janni78]

Depends on what you want =)
But yes, in some cases it you need to pull the data yourself or modify it.

"Trying is the first step to failure..." - Homer

 

[jsrobinson3]

@janni78 - Pulling the data myself would be great if I was the IT guy on site and could do this on a regular basis for them. Giving this to a call center and expecting a Call Center Supervisor to get data from 3 or 4 different places depending on the report doesn't go well when Xima or BBX has everything built in and looks better. I already have them using basic Xima license for DNIS reports, an Excel sheet to view the notes on a specific call, IPOCC for inbound call statistics, and now I would need to build something else to report on what time they are busiest?

 

[janni78]

Usually you would pull all data sources into one application and get all the reporting from there.

"Trying is the first step to failure..." - Homer

 

[jsrobinson3]

I disagree, usually the Call Center Application has reporting built into it and I don't have to build applications to do what should be included. If there was an explanation on what each variable of each table of each database did, I might build an Access Database that did all the reporting necessary but I don't have a week to play with every variable in the database to discover what does what.

 

[janni78]

You're saying they already pulling info from Xima, Excel and IPOCC, sounds like they need some analytics software to consolidate that.

Sure it would make sense to have a report to show what you want so make a request for it, otherwise the odds are low it's going to happen.

"Trying is the first step to failure..." - Homer

 

[jsrobinson3]

I was able to get this working by exporting with a Macro that re-formats the first sheet to look presentable. In order for it to email out the report using a macro you have to have excel installed on the scheduling pc.

They are only using three things to pull from because IPOCC can't pull the data they want even though it is obviously stored in the IPOCC databases.