CMS Historical data

[ander192]

Hi guys, I am currently trying to create a database in Microsoft Access to hold our historical call centre data.

I am new to Avaya CMS so I'm still finding my way around the reporting suite available - I'm getting there slowly but surely

I am building the reports in CMS that I will export into Access and wherever possible, I want the data at 15 minute interval level. I have already realised I need to keep Skill level reporting and Agent reporting seperate.

One thing we currently have is 'Calls answered within 20 seconds' at 15 min interval level. I also would like to have 'Calls answered within 60 seconds' at interval level. Is this possible? I'm assuming I'll have to change the service level settings?

If anyone has done this before, I'd appreciate any advice advice that will save me time later down the line. I have put all the times into seconds as we can roll these into minutes at a later date. I am interested to know what reports can be produced using a combination of skill / agent reports?

Anything you can suggest would be great.

Thanks

James

[richchandler]

To set the Service Level target and call profiles you need to go into Call Center Administration. From there you can set the Service Level and profile targets.