I'm trying to refine our Help Desk call reporting so that we have accurate data for how many calls we answered/missed each day. Right now I have a PowerShell script that queries our SQL database and sends an email report out to certain users each day. However, we have a unity mailbox for caller input which is where calls get routed first and our reports are seeing those calls as unanswered. We also have transferred calls showing in our reports that are skewing our numbers and I'd like to know if anyone does similar call record searches for reporting and if anyone has any suggestions for some refinements that I could implement. Thanks in advance!
