atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Filtering

Hi,

I am trying to set up filtering for my Reporter Real Time. I have 5 hunt groups and want to display inbound, inbound answered, abandoned and calls waiting for each hunt group. We have 6 team members and they all below to every hunt group but are only logged in to one or two at a time. Althought I have the filters set up per group the stats are showing for all agents in all hunt groups. So when a call comes in it says that all hunt groups have a call waiting and when the call is answered the tally adds for all the hunt groups instead of the specific group the caller was routed to.

In my filters I am filtering on hunt group and devices. We do have 2 levels of greetings so I am not sure if I should filter on that as well.

any help would be great. thanks

CCS has two databases. Device and Agent. Device refers to calls, extensions, etc. It doesn't care who is sitting at a phone or why they are doing what they do. Agent refers to performance of an individual. Log ins, ACD status, DND status etc. When creating a tile or report, you must match the filter type to the tile type. The information you list would be of the Device type. You should use a filter with the Hunt Group number listed in the Call Route tab of the filter, in First Rang. You probably have the HGs listed under the ACD Hunt Group tab. That tile doesn't care about the agents, so the filter is doing nothing.

If you were using an Agent List tile, the same information would be placed under the ACD Hunt Group tab of the filter.

Filters. Your greatest friend or worst enemy.