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Old 04-18-2014, 07:53 AM
evans161 evans161 is offline
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Question Report Totals

Hi,

Is it possible to have a 'Totals' row added to an Integrated Split/Skill Report?

I currently use a customised version of the report, which includes calls offered, acceptable calls, staffed time and available time, however I would like to sum up some of this data.

The idea being that this report could be used as a guide to show the current level of availability on a given skill real time.

Thanks in advance for any help.

Regards
ME
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Old 04-19-2014, 11:16 PM
shaikht shaikht is offline
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Hi,

At the Integrated Reports tab, reports that refresh in real-time can be selected to display information accumulated from any interval beginning in the past 24 hours until the time the report is generated. Standard integrated reports show data for Automatic Call Distribution (ACD), agent, split/skill, trunks/trunk group, vector, and Vector Directory Number (VDN) activities.

Once the historical database has been queried for an integrated report, that data will not update automatically. The real-time data contained in the report will continue to update at the end of each interval, but the report must be requested again to get updated historical data. The data for the time period requested will still be available.

Standard report have acd call, aban call and call waiting which will be total of call collected since the report start date time. To get a total field for other items in report, you may need to check with Avaya APS if they can customize report for you. Please be notified that it may be billable if you dont have valid CAS contract.
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