IPCC Express 3.1 Custom Report Creation

[jrsteele21]

Is it possible to create a report for "Average Speed of Answer?" Has anyone done this before? This would show the amount of time it takes for an agent to pick up their handset in relation to the amount of times their phone rings.

thanks

[yogeswar]

Hi,

Check out the following useful links for IPCC Express Historical Reporting ...

Understanding HR

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/index.htm

Cisco CRA HR User Guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/hr_user/index.htm

Cisco CRA Database Schema

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/schema/index.htm

Creation of custom historical reports for IPCC Express

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_0/english/admn_app/custrep.htm

As per the Release Notes of CRS 3.1

If you create your own custom reports, Cisco recommends that you use Crystal Reports Developer Edition version 8.5. If you will integrate

custom reports with the Cisco CRA Historical Reporting system, you must use Crystal Reports Developer Edition version 8.5 to create the reports.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rel_313.htm#wp1106226

Regards

Yogi