CCX 8.5.1 - Historical Reports - Transfer only report

[rossporubski]

Hi all, a manager has made a unique report. She'd like a report identifying only daily transfers for each of her agents. I already have several Call Summary reports both daily and weekly set up in VeraSmart which are tracking inbound and outbound calls. I don't see any other reports in there which would provide only this statistic.

Is there something in Historical Reports I could set up a schedule on her own workstation to distribute into a local share for her?

Thanks to all in advance, any help is greatly appreciated.

[Deepak Rawat · Accepted solution]

There are below three main reports available within HR that shows the records of Outbound calls made by the agents:

1) Agent Call Summary Report

2) Agent Detail Report

3 Detailed Call CSQ Agent Report

Report 1 only shows the number of Outbound calls made by the agent whereas report 2 and 3 shows the Originator (will be the agent extension) and Destination DN information.

You can schedule these reports on a daily basis to be send out to the manager. If this does not suffice the requirement then I am afraid that we are talking about the option of creating Custom Reports then.

Regards

Deepak

[rossporubski]

Hi Deepak, apparently those reports don't provide the detail she is looking for. She responded back. This is the request below, sounds custom to me because I don't see anything that would support this request in the canned reports.

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Those reports do not give me what im looking for.  I would like to get a single report by queue that provides the following by any given period (day, week, Month, Quarter, etc.)

Calls Offered

Calls Handled

Average Wait time

Average Handle time

SL

# of calls transferred

And separately , I would like to also see reports on where the calls are being transferred to ( sales, credit, etc.)

[rossporubski]

Should be sufficient, thanks as always Deepak!