I am working with a customer who reports on Abandoned call level in detail. In Simplistic terms, when running the Skill group Historical report we are seeing 24 calls abandoned in SL Aban column and 38 in the Aband calls column. Whilst those 2 columns calculate on slightly different things, in this report the difference between SL Aband and Aband calls is 14. When you then run the SK Ans/Aban report a total of 24 calls are seen in th 0 - 8 Secs and 8 - 3 secs, from 30 secs onwards there are a further 19 calls so my question is where are those extra 5 calls. When I have run the same to reports in our lab system, I am only seeing 2 half hour rows in the SG His Report and 5 in the SG Ans/Aband Report. How can this happen? I have already excluded short calls as there aren't any.. If anyone has seen this or has any thoughts they can share, I would be grateful. Thanks Sarah ... View more

Team, I have taken a standard Reason code report, which I show as columns of the time for each reason code by Agent. I have a customer who want to see Total Call time (Talk/Active), % Call time & number of calls handled, all within the same report. The time Columns I believe I can sort , however adding the calls handled is proving difficult. If anyone out there has done this already, please can you give me some pointers. Thanks Sarah ... View more

I have created a report based on ANI for a customer who wants to understand whether a customer has called in more than once. However although I can run it properly and bring back data, however when I add in the DateTime field, it doesn't bring back any data! SELECT Agent.EnterpriseName as Agent, Person.FirstName, Person.LastName, AgentName = Person.FirstName+' '+Person.LastName, Skill_Group.EnterpriseName as SkillGroup, Call_Type.EnterpriseName as CallType, COUNT(TCD.ANI) as NumberofRepeatCalls, TCD.ANI as IncomingTelNumber FROM Termination_Call_Detail TCD JOIN Agent ON TCD.AgentSkillTargetID = Agent.SkillTargetID JOIN Skill_Group ON TCD.SkillGroupSkillTargetID = Skill_Group.SkillTargetID INNER JOIN Person ON Agent.PersonID = Person.PersonID JOIN Call_Type ON TCD.CallTypeID = Call_Type.CallTypeID Where TCD.DateTime >= :startDate and TCD.DateTime <= :endDate AND TCD.CallTypeID IN (:CallTypeName) GROUP BY Call_Type.EnterpriseName, Skill_Group.EnterpriseName, Agent.EnterpriseName, Person.FirstName, Person.LastName, TCD.ANI having count(TCD.ANI) > 1 I am not sure whether this is to do with the fact I am running this as an anonymous block, however I would be grateful if anyone could help to shed some light. Thanks Sarah ... View more

I have  customer who has CUIC deployed for 5 different countries, all of which have their own collections for Agents & Agent teams. When running a report that has been created for their country, whilst they see their own Collection in the Search criteria, which if they click on will populate the selected detail, they also have the ability to add agents/agent teams from the available section, which are nothing to do with them. This is a PCCE v10.0 installation using CUIC v10.0 basically they want the countries only to be able to see/choose agents/agent teams from their own country not across the whole of CUIC. Can anyone help, I have checked permissions and they all seem in order. Thanks Sarah ... View more