IPOCC Stats Recording

[robakabobbo]

Greetings. What determines the stats the IPOCC displays? One of our supervisors claims one agent doesn't take topic calls, but yet in the IPOCC is showing calls for her under supervisor reports.

 

[janni78]

Depends what variables you use, it could still be direct or internal calls.

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

 

[robakabobbo]

Where would one check these?

 

[janni78]

Where is the supervisor looking?

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

 

[robakabobbo]

Under the supervisor Tab in the IPOCC. They click on reporting. There is a Agent calls for there group. We did not set this up, was done by a vendor. Under there, it shows total calls. One of the agents is showing no calls at all, for the total, but claim there has been calls made from that number. I actually see where she is getting this mixed up that on the agent not getting topic calls. The IPOCC seems like it could have a better key or legend for these calls. So why would another call show not to have any calls? How or where does it get its information from?

 

[janni78]

It's hard to tell without looking at it.

What you get from reporting depends on which counters they use in the reports and you should start by looking into that.
Each counter has a description to it and there also is a manual describing all the counter, although even if you read the description it can be hard to actually understand exactly what it shows.

Start by asking what they wanna see in the report and create one that only shows that.

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

 

[robakabobbo]

Understandable. But where does the IPOCC pull from? So if calls, why isn't the ipocc grabbing any calls for a specific user? Where would I look to see why it is not grabbing anything for a user

 

[janni78]

Have you looked at the Agent Status report on the agent?
Tried pulling your own report on the agent?
Might just be that they don't have the right to see that agent.

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

 

[robakabobbo]

I've pulled it from my service account. It shows no calls. I personally made a call, and still does not show up on the IPOCC.