Historical Reports - Agent Activity

[sdejustine]

I am interested in seeing the total number of outgoing calls made by each agent. My agents use their ICD extension to make these calls. However, it is not obvious what field this is detail is collected in. Any advise would be helpful.

[venkasub]

Hi,

Refer the following HR reports for outbound calls

1. Detailed Call by Call CCDR Report shows most of the information that is contained in the CCD table

2. Agent Detail Report - each call received or made by each agent

The information is in the DB and is accessible via custom reports.

Understanding Cisco Customer Response Applications Historical Reporting:

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

Cisco CRA HR User Guide

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

Cisco Customer Response Applications 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

Creating Custom Reports:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/custrep.htm

Hope it helps.

Regards

Venkat