sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Inter-Tel Telephones & Systems Generating Report

Anyone out there use the Call Center Suite and able to gather reports on the amount of calls on waiting to be answered at one time? I can get the average length of calls waiting to be answered but not a raw number.

are you looking for a real-time report or historical? Historical will not give you max calls waiting, but in real-time you simply use the Calls Waiting field. let me know if this helps.

A historical report is what I am searching for. Amazing that they don't have this report for a 'Call Center Suite.' This has to be one of the most used reports in running a call center.

You are right it would be helpful. The closest I was able to come was using the ACD Status by half Hour report and adding in MaxBsy (Number of max busy trunks) and with a little faith it should show max number of calls at one time. Compare that to the FTEAgents field and you may be pretty close. Obviously, test this to confirm.

Ayche,

You can do this through Reporter with the historical data. It requires some data manipulation. Set it up once to create a template and you should not have to do more than import data over your template for additional views.
• Export a Call List by Agent report. Include the call ring time data.
• Breakdown the date and time into separate data fields.
• Depending upon the software package you import this into, you can manipulate the date, time and ring time fields.
o Determine on your own interval level;
o the number of calls ringing;
o the longest ring, etc.

Hope this helps. I usually follow this process to get different data views.

Is there another software program other than CCSuite that gives statistical data but not nrarly so robust as CCS?

I don't remembe what Taske provides, but you have plenty of options if you pull directly from the call and agent log databases. You just need a software package that's compatible with the MS Access databases used.

Create a direct connection and extract the data into the data analysis software of your choice whether that's Crystal, Access or even MSExcel. The analysis will be more flexible and dynamic when you're able to manipulate your views.

Hope this helps you.

SO DOES THIS MEAN I WOULD NEED TASKE OR CCS TO PULL THESE REPORTS OR IS IT IN INTERTEL STD PKG FOR AXXESS 500 SERIES MACHINES?

There is a distinction that needs to be made. SMDR flows freely out of the Axxess into a txt file and can be manipulated. This info does not include hunt groups, agents, etc. What CCS & Taske use is System OAI which has much more information but is much more difficult to manipulate. So, Taske & CCS are truly your only choices right now.