@bill.king1
What I need: Help Deciding between The All-Fields Report versus the Detailed CSQ Agent Report.
I am running reports for a call center to evaluate performance.
The CSQ All-Fields reports seems to showing pivoted values, that is from the raw data, it gives values that have been grouped or averaged.
Main Problem: This report differs from the CSQ Agent Detail Report and the Call-by-Call Detail Report (CCDR).
E.g. January 2024
The CSQ All-Fields Report shows
| CSQ Name | Service Level (sec) | Calls Presented | Calls Handled | Percent Handled |
| CA_OBGYN | 60 | 3371 | 3099 | 91.93 |
This is untenable as I do not know which agents are included in the aggregate value, labeled 'CA_OBGYN'.
Here is the same period of time and CSQ/Phoneline but from the CSQ Agent Detailed Report:
| Sum of Calls Presented | Sum of Calls Handled | Sum of Calls Abandoned | Sum of Calls Aborted | Service Level | Abandonment Rate | Avg Calls Abandoned Per Day | Average Per Agent |
| 3377 | 3105 | 263 | 9 | 0.997109827 | 0.07788 | 13.15 | 2.63 |
From this, I have every call, what agent was working, what phone number was dialed and the rest. I cannot show you the agent names and numbers for security reasons, but the above values were given from a pivot table.
More variances are found if I run the Agent All-Fields Report with the parameters set to CA_OBGYN, the Agent-Detail Report, and the rest.
What I would like to know:
==>Why the variances?
==> is how to get the most granular level of data: CCDR? The Detailed Call CSQ Agent Report?
==>Why does the Detailed CSQ Agent Report not show the outgoing calls or the transfers,
====>Rather it only shows Calls Presented, Calls Handled, Calls Abandoned, Calls Aborted
==>how to bypass the 8,000 line limit in a safe way
==>how to automate a process to pull from the CCDR or the CSQ Agent Detail Report into a repo and from the repo to Power BI.
Please help, any help would be greatly appreciated!!
