Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Thread Tools Search this Thread Display Modes
Old 04-20-2020, 09:48 AM
maste27 maste27 is offline
Join Date: Apr 2020
Posts: 6
maste27 has 10 reputation points
Default CMS Supervisor reports

does anyone know if there are are there any videos or step by step instructions that can help me to create help desk agent reports as a group? I need to come up Total Incoming Calls vs Total Abandoned Calls and get a % Abandon calls and also figure out how to display the Top 10 Call Types for 4 agents

Thank you to all for any help or direction

Reply With Quote
Old 04-21-2020, 11:19 AM
mkopiec mkopiec is offline
Hot Shot
Join Date: Aug 2010
Posts: 17
mkopiec has 10 reputation points

I haven't come across too many videos that deal with custom reports.

Are you planning on using Report Designer from the CMS Supervisor?

Another good place to start is to see if there are standard reports that have the information you need on them already. Then you can pull up those reports in the designer and view the fields that they have on them and how they have them organized.

If you are primarily looking to run an agent report with more than one agent included on the report, you can create an agent group in the Dictionary and then select that group for the Group Summary report.

Can you provide some more specific details on the report you are looking to create? Like when you say "Top 10 Call Types", does this mean that each agent has more than 10 skills assigned to them and you want to see which skills the agent answers the most call from?
Reply With Quote
Old 04-22-2020, 06:05 PM
maste27 maste27 is offline
Join Date: Apr 2020
Posts: 6
maste27 has 10 reputation points

Hi mkopiec and thank you for your response I'm trying to figure out how I can run a report on all the agents that will give me a total call vs abandoned calls average among other types of reprting I can do on the group
Reply With Quote

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 12:13 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.