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.
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.
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