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Rudolph Santiego

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Outbound Reporting
« on: January 01, 1970, 12:00:00 AM »
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Does anybody know how to comment/recalculate the values on CCA reports for an Outbound Queue,Agent and Agent Group? Or what can be used for Outbound reporting?
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JohnR

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Outbound Reporting
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • I'm not sure what you're after when you say you wish to "recalculate". It is possible to reagg the CCA data,but that would only change the results if chunks of data did not transfer before the original aggragation.
    If you are trying to break the data down into different catagories that were not in the report layout, it can not be done after the fact.
    You may want to look at Call Concentrator for outbound reporting, as it captures details of each call, but the reporting queries are more complex.
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    Rudolph Santiego

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    Outbound Reporting
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • Firtly thank you for your interest JohnR.
    I have some OUTBOUND agents. We have Framework 5.1, Outbound 5.1 suites and Lucent Definity G3.
    I see that sometimes an OUTBOUND call has CallInbound or CallInternal type in logs.
    I set internal_data_check and inbound_data_check parameters to TRUE in CME in order to make Campaign Manager to handle these as OUTBOUND calls .
    Because of call type, these calls are counted as Internal Call or Inbound Call in CCA.
    This is the problem. What can be done to overcome this issue?
    Best wishes...
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