I have a BCM400 3.6 and have a question about the call center reporting. I have a separate machine that polls the BCM and I get my real time stuff like agent detail and how many calls in the Que etc. When I go to reports there are about a dozen or so there to click on then I can select the parameters within that report. Is this it for the reports?? I have a new help desk manager and is looking for more data than what is available from this selection. Is there more reports that can be added on or purchased or can custom report be created? I played with CDR wrapper some but never got it to work. I could get connected but never was able to capture any data.
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Professional Call Center Reporting
- Thread starter MRBRENT
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The callcenter reports are in Crystal Reports RPT format. You will find these template files on your Reporting Server under the directory where you have installed callcenter reporting. (do a search for *.rpt)
If you have the software Crystal reports (at least version 9.1) you're able to modify these.
But be carefull, this is not officialy supported by nortel networks.
If you have the software Crystal reports (at least version 9.1) you're able to modify these.
But be carefull, this is not officialy supported by nortel networks.
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