Good morning. I'm running UCCX V10.6, and I'm trying to modify a stock historical report. What I'm trying to is to modify the Abandoned Call Detail Activity Report to give a manager only his departments abandoned calls. When I run the report before customizing, I run it for one month for all agents and it works great - shows all abandoned with and without an agent assigned. (assuming that a call without an agent assigned was when the caller hung up before it went to an agent).
However, when I run the report and select just the agents in the managers department, it obviously only shows abandoned calls where an agent was assigned. What I'd like to do is customize a report where I can run the report by the CSQ instead of the agent, so I can see all the true abandoned calls. Is this possible?
For example, I have 30 abandoned calls. 10 of those calls it went to an agent (displayed on the report). For the other 20 calls, it never got to an agent, but there isn't an "unassigned" option for agent..
I'll keep digging; but I appreciate any help on this!
