We have IPCC Express server 5.0.2.
Our Service Desk Manager is using Historical reports and is not happy with the available reports.
He wants some customized reports.
For example, he wants a report showing the % of calls abandoned in : < 30 secs, >30secs but <60 secs , > 60 secs
How do I generate some customized reports for my manager ?
Appreciate your inputs on this..
You can replicate the SQL database off-box and use the published schema to build reports in any reporting engine you desire.
The Historical Reporting client uses Crystal 11 so the "easiest" route is usually to build additional reports, add them to the HR directory on a PC. That way the supervisor can continue using the HR client.
Cisco CRS Historical Reporting Administrator and Developer Guide, 5.0(1)
Cisco CRS Database Schema 5.0(1)