04-20-2008 11:57 PM - edited 03-14-2019 02:07 AM
Hi,
I am doing a IPCCX implementation.Can anybody help regarding CCX Historical reports:
1.the customer wants to reports as he gets from a previos pabx system:
Call centre daily reports which contains calls offered,answered, calls hung in IVR,calls abandoned.
Is somebody able to suggest the corresponding reports in IPCCX system?
04-25-2008 07:59 AM
You can get the following historical reports in IPCCX:
Abandoned Call Detail Activity Report
Abandoned Call Detail Activity Report
Calls Abandoned Each Day by Final Call Priority
Agent Detail Report
Agent Report
Resource Group Report
Skill Report
Check the document http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_administration_guide09186a00801d6f9c.html for more information/.
04-25-2008 09:14 AM
be sure that you add the user to the reporting by gong to tools >user management> select reporting from Capability view and add the desired user.
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