SECC overflow reports

[magpieranger]

we have several CDN's that overflow from one skillset to another, we need to produce a report on the overflow, can it be done in SECC?
or do we have to use Crystal reporting, if so how?

 

[ErwinStevanus]

magpierranger,

it depends on how you configure the call routing. If you want to have the overflow report then you have to create another skillset exclusiver for the overflow. This way you can see the overflow calls from the skillset reports.

 

[magpieranger]

Erwin,

Yeah, I know you can do that and I should have mentioned we have 80+ agents spread over 86 skillsets, no way I'm gonna add loads more skillsets, I have since this thread been informed it can be done in Crystal reporting, so that's where I need the info.

thanks anyway

 

[iptuser]

Another way is instead of overflow is to use the route call xxx commend.

IF IDLE AGENT COUNT ( SKILLSET) >1 THEN
IF NOT OUT OF SERVICE (SKILLSET) THEN
ROUTE CALL XXXX

Set up a if or where commend in the master to route the call from the overflow CDN to the new skillset
You can then run reports at the CDN level


wayne