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maste27 04-20-2020 09:48 AM

CMS Supervisor reports
 
does anyone know if there are are there any videos or step by step instructions that can help me to create help desk agent reports as a group? I need to come up Total Incoming Calls vs Total Abandoned Calls and get a % Abandon calls and also figure out how to display the Top 10 Call Types for 4 agents

Thank you to all for any help or direction

Kelly

mkopiec 04-21-2020 11:19 AM

I haven't come across too many videos that deal with custom reports.

Are you planning on using Report Designer from the CMS Supervisor?

Another good place to start is to see if there are standard reports that have the information you need on them already. Then you can pull up those reports in the designer and view the fields that they have on them and how they have them organized.

If you are primarily looking to run an agent report with more than one agent included on the report, you can create an agent group in the Dictionary and then select that group for the Group Summary report.

Can you provide some more specific details on the report you are looking to create? Like when you say "Top 10 Call Types", does this mean that each agent has more than 10 skills assigned to them and you want to see which skills the agent answers the most call from?

maste27 04-22-2020 06:05 PM

Hi mkopiec and thank you for your response I'm trying to figure out how I can run a report on all the agents that will give me a total call vs abandoned calls average among other types of reprting I can do on the group


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