View Single Post
Old 02-05-2016, 08:38 AM
covar covar is offline
Hot Shot
Join Date: Sep 2015
Location: Mexico City
Posts: 21
covar has 10 reputation points
Exclamation 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?
Reply With Quote