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Old 10-20-2015, 11:04 PM
covar covar is offline
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Unhappy Topic Reports and Agent Reports dont add up

Hi.

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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Old 10-21-2015, 04:59 AM
kruegerb kruegerb is offline
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for more details you can use the predefined report 02_Topic details
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Old 10-21-2015, 06:54 AM
covar covar is offline
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Unhappy

Quote:
Originally Posted by kruegerb View Post
for more details you can use the predefined report 02_Topic details
I've tried generating the reports from the Read-only files. Same result. The total of incoming calls, conversation totals and abandoned or lost calls are not the same when compared to the totals that are shown in an agent report generated from such read-only files.
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