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Old 04-04-2013, 10:51 AM
spenc24 spenc24 is offline
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Default Avaya IPO CCR Reports - Agent Time card


So we have an IPO CCR Reporting system, and the Agent Time Card report is *almost* what we need.

In the Database all the DND or "Busy Not Available" reason codes are recorded against each press of the programmable buttons. What we need is for those to show against each item on the Agent Time Card report.

Currently the report lists the "Lunch" BNA presses against a corresponding field, but puts all "Not Lunch" (or not 1, to use the db preset) items into another field and calls it "Breaks".


Is there a place I can download a custom report version of this so we can edit in the fields we want? Is there another report that can accompany this one and show in detail what each agent is recording as the reason code?

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Old 04-05-2013, 03:44 AM
spenc24 spenc24 is offline
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· For Customer Call Reporter 6.1, the reason codes are used to categorize calls in the Agent Time Card report. Reason 1 is used to define lunch. All other reason codes are reported as breaks.

^^ This really seems silly. What is the point in having reason codes when only two categories can be reported on?
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