Need help with CCC Viewer 1

[SSChris]

This thing seems overly complicated, here is all my Call Center manager wants to see:

# of calls presented to Group/Queue
# of calls answered by Group
# of calls presented to group, but not answered

Lost calls doesn't seem to mean what it should.

Can anyone help me out here?

Thank You.

 

[SSChris]

I apologize, I mean the reporter, not the viewer

 

[AlawDutch]

Lost calls doesn't seem to mean what it should?

How is your configuration in the IP-Office set up?
Are the huntgroups you want to report on the highest numbers in the system. This essential to get good reporting.

Are there no overflow groups on the huntgroups? This is essential to get good reporting.

Reported calls are internal calls and external calls. They can't be separated.

 

[SSChris]

I'm afraid I don't understand what you mean by "Are the huntgroups the hightest numbers in the system"

There is one overflow group for the particukar huntgroup we are reporting on.

I've also noticed that for some reason there is an extension(not User) setup with the same extension number as this particular huntgroup. Could that be causing any problems? What would be the reason for that?

Thanks.

 

[Morrack]

Absolutely that will cause problems! Change the extension number of the stray port at once to something not currently in use.

HNG - Highest Numbered Huntgroup. A so-called "feature" of CCC where if you have agents in multiple huntgroups, all stats for calls answered, etc. accumulate against the huntgroup that happens to have the highest extension number. For example:

Sales - 5 agents, answers 10 calls, x2901
Support - same 5 agents, answers 20 calls, x2902

Most of your reports will credit Support (x2902 being higher than x2901) with answering 30 calls. Ditto for any lost calls, etc.

Peter

 

[SSChris]

Thank you.

Can anyone answer these additional questions:

- Do the scheduled reports need to be run on the server, or can the report scheduler run on a remote machine?

- Does the report scheduler need to be active, for reports to run?

Thank You.

 

[Morrack]

Are you running CCCv4 or v5? Either way scheduled reports run from the server, although that should be an acedemic point as they can be scheduled to run to any printer on the network, emailed to anyone anywhere, dumped as html files to an IIS server directory, etc.

With v4 scheduler needs to be left running, with v5 nothing needs to be left running it all exists as services.

Peter

 

[KevDBF]

I love you Morrack!

How thought of the HNG - I thought everything was broken!!!!!

I have 10 groups and the highest group hardly gets used and I don't report on it.

The lowest extension number has the most calls - how cruel is fate...

 

[yeehaababy]

Its not fate, read the manual!

 

[crashtest1000]

There is a job aid on the Engineers Tool kit CD this outlines how to set up CCC it sounds like you need to read up on this. Install the the V3 Engineers Tool Kit and have a read