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Hello,I am looking for a report where I can pull the agents state log times. I am looking for data that would show each time the agent changed their status to available, busy, etc. Is there a report that allows me to pull the historical data on this?...
I have created a CSR report to capture all calls. The N/A queues have led to many questions for me and my team.What do these calls represent?Many of the termination type "self_service", which I was told it indicates that a call ended because the cust...
I have created a CSR report on Cisco Analyzer to capture all calls reaching our customer service department.When I look at the Activity Type data, I do not fully understand what the values represent.The data I have is:- Advance Queue Menu- Disconnect...
I am looking to add a termination reason category for the CSR report. I was able to add it for a dropped call summaries report, which is under the agent report category. When I ran the CSR report, I was finally able to get all calls, including contac...
