Hi guys,
We have OXE 11.0 with CCS. WE have a main Piolt called "customerCare" where all the calls will land in. And we have another one pilot called "DataEsclation" . Always the "customer care" pilot agent will receive the call and transferred to "DataEsclation" Agent.
So when we genrate the report for "CustomerCare" Pilot , we are getting the Calls sum of the "DataEsclation" pilot also.
I can understand that, both are separate pilot and the transferred calls will be calculated as new call for the pilot.
But is there any way to customize, so that when i generate the report for "customercare" pilot it will show the details excluding the transferred calls details...
Thanks,
Rajan K.S