Avaya Support Forums  

Go Back   Avaya Support Forums > IP Office Contact Center

Thread Tools Search this Thread Display Modes
Prev Previous Post   Next Post Next
Old 02-05-2016, 07:38 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

answered calls, ip office, ip office cc, ip office contact center, ipo cc

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

All times are GMT -7. The time now is 08:45 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.