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General and Agent realtime statistics internal and external calls

pwenger
Level 3
Level 3

‎04-23-2008 06:03 AM - edited ‎03-18-2019 08:49 PM

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
Level 6
Level 6

‎04-29-2008 06:08 AM

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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