CCD Statistics

Post Reply
junoooni
Member
Posts: 101
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
Member
Posts: 260
Joined: 26 Apr 2007 10:47
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
Member
Posts: 101
Joined: 29 Aug 2016 02:34

Re: CCD Statistics

Post by junoooni » 02 Jul 2018 02:00

thanks Alexiek

Any thoughts on remaining points?

User avatar
tot3nkopf
Alcatel Unleashed Certified Guru
Alcatel Unleashed Certified Guru
Posts: 4025
Joined: 02 Feb 2006 10:41
Location: Germany & Romania
Contact:

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.

ReneeDegutis
Member
Posts: 1
Joined: 04 Dec 2018 03:45

Re: CCD Statistics

Post by ReneeDegutis » 04 Dec 2018 03:55

@junoooni:
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 :)
Hi junoooni,

We have been experiencing reports glitches lately. Perhaps, the thing may be in the excel spreadsheet protection, but I'm not sure. How do you manage the reports statistics, if the data can't be saved? Should we try to reinstall the CCD?

Best,
Renee

User avatar
DaveB
Member
Posts: 8
Joined: 24 Aug 2010 03:05
Location: Osnabrück, Germany
Contact:

Re: CCD Statistics

Post by DaveB » 13 Dec 2018 08:33

Hey! Have you tried Pilot direct call? here you can see all outgoing calls form the Agents in the specific PG as long as the Outgoing ACD call is true in the PDC configured Pilot statistics.

regards
Dave

Post Reply

Return to “CCD / CCS / CCIVR”