Excel stat definitions / Creating a new report template

[DMC_DUP]

Does anyone have any documentation about how stats are defined in CCS? When I run a pilot report by going to Statistics -> Excel -> Pilot and choosing one of the templates, the overall number of abandons doesn't tally with the figure given when I go to Statistics -> Performance and run a report for the same month.

I'm guessing it might just be a matter of what is being counted as "abandoned" in each case so I want to see how it's defined.

Also, is it possible to create a new custom report template?

[knightr1der]

Also, is it possible to create a new custom report template?

This is an example of how to create a customised Pilot report template:

Pilot report customisation
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Open FormPil spreadsheet in Excel folder (typically found in: C:\Program Files\Alcatel\A4400 Call Center Supervisor\Excel\Formats)

Insert new worksheet and name it appropriately

Copy the columns from the General sheet (simple copy) to the new worksheet

Then go back to the general sheet and highlight the data fields of the column and copy, then go to the new worksheet and highlight the same set of cells and paste special and choose 'paste link' option.

Also type a title of sheet in to cell A1 of new worksheet

Copy Cells A2 & A3 from general to new worksheet cells A2 & A3 (simple copy). Then cut and paste special the data and 'paste links'. This will write the report filter options in those cells.

Hope that helps