Agent / CSQ Historical Reporting

[f.mottier]

Hi,

Here is the setup :

IPCC Express Enhanced 3.1.3

20 agents

3 CSQ (FLS, JLS and ECS)

Skill Based Routing

Each agent is part of every CSQ but with a high priority (10) on one CSQ and a low priority (1) on the other two

I would like to find out, if its possible with the standard reports to know for each agent how many calls they have answered for each CSQ.

For example:

Agent 1: 100 Calls for FLS, 10 calls JLS

Agent 2: 20 calls for JLS, 1 for ECS

etc.

Thanks for your help,

Frédéric Mottier

Systems Engineer

Swisscom

[venkasub]

Hi,

Take a look at the Contact Service Queue Activity Report and other reports from the below URL. You can customise your report by generating custom report if the same is not part of canned report.

Refer the below URLs for Historical Reporting(HR)

Understanding Cisco CRA HR (3.1)

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/index.htm

Database Schema (3.1)

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/schema/index.htm

Cisco CRA HR User Guide (3.1)

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/hr_user/index.htm

Take a look at the below URL - FAQs for Historical Reporting. In most cases it will answer your questions.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/hradvch4.htm#1051062

Creating custom reports:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guide09186a00801bbed0.html#1021938

Hope it helps.

Regards

Venkat