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Old 10-20-2015, 10:04 PM
covar covar is offline
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Join Date: Sep 2015
Location: Mexico City
Posts: 21
covar has 10 reputation points
Unhappy Topic Reports and Agent Reports dont add up


I have an IPO CC 9.1 running. We've managed to get it working after some issues while installing it. However, we're into the report configuration. I've managed to configure Historic Reports for the only topic I have set up in my CC for receiving calls. When I generate a report from "caller's PoV" I get numbers completely different from thos I get from agent reports or AG Reports. I've worked with IPO CCC, IPO CCR and other CC Software and understand the difference between calls directed to an agent directly and those that have been assigned by the ACD or task flow. Which are the correct reports to get or counters to include to see the same number of calls in a TOPIC (something similar to a DESTINATION REPORT on CCC) based report and see which of those calls were answered by the which agent?. And also, on CCC I was able to see which calls were lost in the queue, for those appeared under a VM channel, letting me know that those calls were lost before reaching an agent. How can I replicate that information in a IPO CC report?
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