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  • 1.  Create a report with Agent & Distribution Queue Names

    GENESYS
    Posted 04-25-2017 11:52
    I want to create a report that has the Agent Name, Number of calls answered in an interval for a particular day. What all tables can I source the data from? If I have to create a similar report with Skills, which table can be used?


  • 2.  RE: Create a report with Agent & Distribution Queue Names

    Posted 05-11-2017 04:09
    I would start with the CallDetail table. It usually has every detail I need. If you don't need the detail, there is a view called IAgentQueueStats that provides half hour summary by agent, workgroup name, and nAnsweredACD. Phoebe


  • 3.  RE: Create a report with Agent & Distribution Queue Names

    Posted 05-11-2017 18:59
    It is difficult to account for calls that are transferred or escalated using the CallDetail table. I would recommend the IAgentQueueStats for ACD calls.