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. 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!!
