General and Agent realtime statistics internal and external calls

Unanswered Question
Apr 23rd, 2008

Hi

Our customer got IPCC Express 5.0

Now he likes to have realtime statistics regarding internal and external calls. This on a overall, CSQ and angent level.

How is this possible?

Regards Peter

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ivillegas Tue, 04/29/2008 - 06:08

IPCC does not assign calls statistics to the service based on the skill group/service membership. It is based on the service selected in the routing script for inbound calls. In general, IPCC downplays the service statistics and emphasizes the call type statistics to get an enterprise view of queuing. However, Call Type statistics do not contain information on outbound calls either.

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