Skillset Performance Report - Need extra information.

[TheCardMan]

Is there a simple way to add "Calls Offered" column in the canned Skillset Performance report? If this can be done in RCW, can anyone walk me through it?

 

[Milesprower]

You need to see if the value (Calls Offered) is available in the database View for the Skillset Performance Report. You're getting into a detailed subject and it would probably be best if you consulted the riveting Nortel Historical Reporting and Data Dictionary.

In general, Nortel limits some data in the Skillset view as calls can be queued to multiple skillsets at the same time. So, it is easy to double, triple, (or more) over count calls offered at the skillset level.

To minimize the confusion (my opinion) that can arise in reporting calls that queue to multiple skillsets, Nortel does not collect certain data at the skillset level. You'd be surprised how hard it is to explain to a customer how a call can be offered to multiple skillsets but only answered in one.

 

[aperez54]

I haven't looked at the canned skillset performance report but I did look at the table behind it and CallsOffered is one of the fields.

So technically, you should be able to take a copy of this canned report and add the Calls Offered field and re-import it back so you can run it using your client.