I am looking to add a termination reason category for the CSR report. I was able to add it for a dropped call summaries report, which is under the agent report category. When I ran the CSR report, I was finally able to get all calls, including contacts handled and the dropped calls; however, without knowing the termination reason, it is hard to find which calls were errors.
For example, when I ran the dropped calls report, I was able to see that we had hundreds of calls that were terminated by system error in a 3 day period. This has skewed the data for the call volume.
Therefore, I need a way to add this category into the CSR report so I can remove the system error data that is skewing the call volume data.
Any recommendations?
My goal is to have every call on one report. Calls handled, calls dropped, completely missed calls that never reached a queue or an agent, etc. But without knowing the termination reason, it becomes difficult to know which calls are true and which calls were errors within the system.
