IPOCC abandoned call report

[rbrown343]

I have an IPOCC customer (9.0.3) who would like to run an abandoned call report. In that report, they want to see the date, time, caller ID and time to abandon for all calls.

In the abandoned call report that is within IPOCC, I can see the caller ID of the call and number of abandoned calls, but nowhere can I get the date, time and time to abandon.

As an example, a call abandons on Wednesday, September 24 at 8:30 AM, from 111-222-3333, and they hang up after 4 minutes in queue. The customer wants to see that in a report.

We can see that data in the realtime screens, but not in a historical report?

Is this possible?

[rbrown343]

no longer an issue anymore

[chris125]

Can you tell me how you did this? Did you create another report?

[kruegerb]

in historical Reporting are 3 counters for Abandoned list, which give caller ID and number of calls per caller and interval
totNCallListExt: gives the call list for caller who hang of
totNCallListSys: gives the call list for caller who are dropped in waiting queue due to waiting queue full condition in task flow
totNCallListConv: gives the call list for caller who dialed again and these calls are ended with success (conversation)

[rmagal]

I have searched for the 3 Counters historical
totNCallListExt:
totNCallListSys:
totNCallListConv

and cannot find them in the list of counters in the Service, Reporting Filters.
Where can I find these 3? My customer wants the Abandoned Report to include a list of all abandoned calls.

[kruegerb]

create historical Report, create table in Report with type Topic, in Counter list the 3 Counters are almost at the end of the list : second last Group "Abandoned Call List"

[rmagal]

Can anyone help me change my output of the Agent Historical Reports counter totTlogin/Tel (Total time of Presence). I have attached a screenshot. How do I show the total in all hours and not days (24 hr intervals) and hours. For example one rep shows 1day and 11 hours which is 35 hours. How would I show just 35 hours?
[t/ Tel]

[rmagal]

This also just provides me the total. Is there a way to get the full list? This is my first IPOCC customer and i'm really struggling to get the reports setup for the end user.

[kruegerb]

ok, the screenshot helps to understand.
unfortunatly there is no other representation possible, no way to switch to only displaying hours

[rmagal]

Ok, how about the historical call list counters. I ran the reports (with the Topic, Abandoned Call list) and it only totals the calls. It does not show a list of calls, and of course this is what my customer wants because the Manager wears 2 hats and does not view the real time abandoned list and would like a list of calls from the reports.