MQA and Reporting

[dabble]

I have a CS1000E at 7.5
I have ACD-C
Before yesterday, I had three ACD queues that I was able to gather statistics on using a serial logger application.

Yesterday, I implemented MQA (Multiple Queue Assignment).

Yesterdays reporting did not contain any information.

My ADS configuration is:

TYPE ADS
CUST 0
AID YES
IDLB 4001
IDUB 5999
LOG 100
MQA YES
MQAS NO
MQAP NO
MQCF NO
​

My SCB configuration is:

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 8
EHR 17
DOW 2 3 4 5 6
RFRQ 2
SFRQ 2
ROPT 1 2 4
PRIO 13
PAGE NO
AID YES
IDLB 4001
IDUB 5999
LOG 100
SRPT YES
TOT4 YES
​

One of my queues is printed below. I did not change any of the reporting parameters.

TYPE ACD
CUST 0
ACDN 4172
MWC NO
DSAC NO
MAXP 25
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 60
FRT 10
SRRT 63
SRT 20
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 4000
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 64
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 YES
LABEL Billing
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

​

I did a search within the NTP NN43001-551_5.03 and on page 301 it states: ACD C Reports are not supported and should not be configured for any customer when the MQA feature is equipped..

So I guess my question is - is it an either or - either I have full reporting or I have MQA?

Thanks.

 

[yyrkroon]

With MQA, you needed Meridan MAX for reporting. Turn off MQA if you don't have MAX but still want reports.

 

[dabble]

MQA is working for me and I don't have MAX or Symposium.

I guess I would like to know if I can have both reporting and MQA.

Thanks.

 

[KCFLHRC]

No, you cant have MQA and basic ACD reporting. The NTP specifically says MQA requires MAX

 

[KCFLHRC]

Page 187 of the ACD book says.

"ACD C Reports are not supported and should not be configured for any customer when the MQA feature is equipped

 

[dabble]

Bummer......Thanks for the replies.