CCD Statistics

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junoooni
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Posts: 97
Joined: 29 Aug 2016 02:34

CCD Statistics

Post by junoooni » 28 Jun 2018 09:47

Hi Experts,

Need thoughts on below regarding CCD Statistics:

1- My customer contact center works in 2 shifts, 9:00am to 05:30pm and 05:30pm till 10:00pm... Supervisor take report based on shifts. Now, in June, if she wants to run report before month of may (i.e. april or march) with above time slots, pilot reports are empty, however, if we select 24 hours for same dates, it show data

2- For some pilots, reports show data but it does not match older reports, e.g. May report generated on 1st June for all pilots show "X" no. of ACD calls to pilots but if we generate now, it shows "Y" number of calls for same time period.

3- In Agent reports, there is a field "Non-ACD Calls" - it shows outgoing calls made by agents while part of PG.. Customer wants to know out of total count of outgoing calls, how many were internal extension to extension and how many external calls.

Any thoughts on above points will be appreciated :)

alexeik
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Location: Bad Oeynhausen, germany

Re: CCD Statistics

Post by alexeik » 28 Jun 2018 10:31

1- Daily statistics with hours only for the last 30 days, stistics for the whole daily 6 month backwards

junoooni
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Posts: 97
Joined: 29 Aug 2016 02:34

Re: CCD Statistics

Post by junoooni » 02 Jul 2018 02:00

thanks Alexiek

Any thoughts on remaining points?

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tot3nkopf
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Re: CCD Statistics

Post by tot3nkopf » 20 Jul 2018 17:03

2. Did not experience that. Anyway we need to see those reports...
3. I do not think it is possible.

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