Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cmalaver on July 29, 2015, 06:42:46 PM
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I would like to create a report and export data from cc pulse? i have read some document on the internet that said that is possible.
For example:
I would like to created a report that show me some KPIs like , ICN, PCN, PCN20 of a specific group of agent, so i can do the workforce management. this reports i would like to extract to excel so i can management the data.
basically we have, tech support, order management and generalist that serve for different counties.
So, the idea is create a report that show me the amount of inbound call for each specific group (there are no group created on cc pulse)
I would appreciate the help
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If CCPulse only:
Create the View on CCPulse, then export as CSV and open with Excel. Described on CCPulse Help file.
You can use CCA BD, where these historical reports are stored. To access them you need to talk to your DBA I guess and have read permission so you can create your reports (query, data analyzis, etc on your hands)
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Thank´s very much for your time, i´m going to be honest with you, i have been in charge of the softwate for a couple of month without a training, so if this is possible to send a step by step so how i can export to excel one view that i created, that would be a very nice first step for me.
So, regarding the CCA BD, can you give mayor information so i can talk with the one person that have a training on the software but is not an expert.
Thank´s
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Check the help file on CCpulse, it is explained there. Don't think copy/paste would be different than reading it yourself
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