Not Ready Reason Report by code, not by agent

[Milesprower]

Recently, I have had two customers ask for the same thing: To sort Not Ready Reason Code time by code, not by agent. They are trying to provide management with a summary of Not Ready Reason Code time. For example, department X spent 30 hours in training last month.

Currently these customers are running the Not Ready Reason Code report and then manually going through each agent and summing up the total time for each code.

This is very time consuming and frustrating for customers. Has anyone tried to create a Crystal report template to sort the Not Ready Reason Code data by Code instead of by agent? Sometimes Nortel sets up their data views in a very restricted manner that makes it very difficult to accomplish a seemingly simple task as this. Before I go down that road (I'm not a Crystal expert), I thought I'd ask here.

 

[jiinnn]

In CC6 you can use Report Creation Wizard to create it. but in symposium you can't alway. you must use Crystal Report to create it only.