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-   -   Simple Inbound Call Report for Agent (http://support.avaya.com/forums/showthread.php?t=10942)

covar 02-05-2016 08:38 AM

Simple Inbound Call Report for Agent
I'm trying to get a - what I'd say is BASIC- report on IPO CC. What I need is to know how many calls were transferred to the AG and how many calls were handled by each agent.

I'm using totNNew<-RC for "presented calls", totNConv<-RC for "Answered calls" and totNAban<-RC for "Lost Calls".

This is what the counter description says: "Counts all established calls that meet the following requirements: incoming, answered and assigned by call distribution. In the case of consultation calls a maximum of two established calls is counted: the first call between the two terminals and the second between the original caller and the terminal to which the call is transferred. If the two terminals do not contact each other (blind transfer), only one call is counted."

Presented calls match numbers for TOPIC REPORT, but because totNConv<-RC counts incoming calls as well as consultation calls , I would have more "Answered calls" than "Presented calls", which makes it very confusing for management to look at solid numbers whenever they pull out reports.

Is there a way to avoid consultations to counted as answered calls? Or what values should I be using?

mnorst 02-05-2016 12:48 PM

I generally use the TOPIC level reporting of totNIncome, totNSucc, and totNLost as those all seem to always "make sense". The AG groups get a little more tricky due to callbacks, ronas, consultations, multiple topics feeding in, etc.

covar 02-08-2016 11:23 AM

Thanks for the quick reply! :)

I've talked to support about this issue, for I do believe it's not really useful to have an inbound statistic that is also accounting outbound calls.

They've told me a CRIP request would be a good way to make development aware of this problem or situation, so in next releases this will be solved.

In the meantime, I'd love to know if there's a way to get that information through ODBC connection and get that report on the system as well or at least let the report be generated automatically once I've created an ODBC report and template.

IPO CC costs way too much for what it does. CCR would have been more than enough, but because it's going out of the market, was not a good option for this customer.

Hope Avaya can start solving these rookie mistakes when developing a new system that's supposed to add features instead of removing basic functionality.

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