cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
630
Views
0
Helpful
1
Replies

Report on only calls that breach SLA

s100042939
Level 1
Level 1

Hi Folks,

Is anyone aware of a report I can run on HRC that will list only the calls that breached an SLA - this will need to include calling number, agent that answered the call and the time of the call.  Report will also need to be filtered by CSQ name.

Any suggestions would be much appreciated.

Ryan

1 Reply 1

Aaron Harrison
VIP Alumni
VIP Alumni

Hi Ryan

I'm afraid there isn't one - only the CSQ Activity reports and the CSQ Service Level Priority Summary reports seem to show the service level info, and those are summary reports rather than reports that show call lists.

You would need to get a custom report put together for this... it's an Informix SQL procedure-writing and Crystal Reports exercise to do that.

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: