CCS Pilot report Modifications

[rajansuruli15]

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

[oldboy]

Make a new template in the formpil file and exclude the transferred calls, make sure you take a copy of the template first, this is an excel job not very hard at all

[cavagnaro]

I always was told never to remove, but to hide...

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[oldboy]

Cav, if you create a new sheet and then just link fields you can do what you want remove, hide, subtract all very easy!!

[rajansuruli15]

Hi OldBoy,

Thanks for the replay. i created a new Sheet from the temp file and then i copied the general tap fields and paste in the new Sheet.

But exactly i can't figure it out, how to exclude the transferred calls. Can you share the steps...

Thanks
Rajan K.S

[cavagnaro]

Like any excel file...exclude the column...

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