outgoing call reports

[cluless1]

Am I nuts or does symposium not gather outgoing call data and allow mw to view a report???

 

[DancingDave]

Specifically, what sort of data are you looking for?

 

[cluless1]

DN out numbers.
If the reps are logged in, why can't I find a report that tells me the numbers that they have called and raw data- as to how many calls per day, per interval etc.

 

[DancingDave]

If you run an agent DN performance report, you get the following:

Report field View field/Formula
Total DNOutIntCalls + DNOutExtCalls
Internal DNOutIntCalls
Average Int DNOutIntCallsTalkTime / DNOutIntCalls
Talk Time
External DNOutExtCalls
Average Ext DNOutExtCallsTalkTime / DNOutExtCalls
Talk Time

If you want to get the actual numbers dialed you would need to extract call by call info directly from the database into something you can report against such as Access or Excel (in the same way that you would for skillset calls). There are quite a few postings on this website around this subject.