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Joined: Apr 2007
Posts: 36
Member
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OP
Member
Joined: Apr 2007
Posts: 36 |
Equipment: MICS 7.0, Call Pilot Enhanced 3.1, CCRS, FastRAD,SMDR6 Scenario: "System" has been in operation for approx 4 months. Now they are wanting more reporting. QUESTION:Does anyone recommend a software package to allow customized reports? The problem is none of the ones I have tried have been able to "tie" agents to extensions. The CCRS can "audit agents", give call center statistics etc. and the "call accounting" gives Caller ID, transfers to/from extensions etc, but an agent does not always work at the same extension. Today they may be at DN300, tomorrow DN290. Example: I want a report from yesterday showing me who agent 007 :-) called and received calls from, time the calls were made, how long they lasted etc. Any direction would be greatly appreciated.
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