Originally posted by Jack Damage:
Customer wants to upgrade and asked some questions I couldn't answer. So I'm casting out here, fishin' for some feed back.
On a CAll Pilot 150 CallCenter:
1.)Can the ACD reports be exported to Excell?
No, they are very basic and rudimentary. At least in my CP 150, the reports are more mailbox based than ACD queue based. The reports are presented as text files in a browser window. You can highlight the text, save it in a text file and use Excel's "import wizard" to import them using "fixed width" columns. It works, but its kludgey.
Originally posted by Jack Damage:
2.)Can you include call put on-hold (and maybe how long) on a per agent basis?
3.)Can you include caller ID info in the per- agent report?
4.)What is "out mode"?
(I think this is a report of incoming calls while no one is logged in, but that is my own deduction).
Thanks.JD
Not sure on "out" mode. But on the other two questions, the reports appear to be pre-formatted and not configurable. There is no per-agent report per se; you use the CCR Tree Usage report to see how many calls are routed into a particular skillset. But I haven't found any reports that come close to the level of detail I had with my old system.
If the customer is looking to manage the agents with it, CP150 is, at least from my experience, a waste. It does work as a voice mail system, but as a call center application it lacks good reporting.
