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Create a report with Agent & Distribution Queue Names
A Contributor
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 ...
Phoebe Mo
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, ...
Tim Cannon
05-11-2017 18:59
It is difficult to account for calls that are transferred or escalated using the CallDetail table. ...
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Create a report with Agent & Distribution Queue Names
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A Contributor
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Posted 04-25-2017 11:52
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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?
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Phoebe Mo
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Posted 05-11-2017 04:09
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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
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Tim Cannon
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Posted 05-11-2017 18:59
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It is difficult to account for calls that are transferred or escalated using the CallDetail table. I would recommend the IAgentQueueStats for ACD calls.
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