Hi guys,
I'm looking for several reports that will show me a breakdown of all outbound calls that an agent makes, that could include data like, number dialled length of call, along with an individual SLA for the agent by day, week & month, and also something that can break down the wrap up codes that have been used.
 
I've come from a Mitel background and these kind of reports were pretty easy to find, but looks like with Cisco a lot more customisation is needed to interrogate the data.
 
Can someone point me in the right direction?
 
Thanks!

I don't know of any stock reports that give only outbound information and I'm certain there aren't any wrapup code reports, because I've written some pretty simple custom ones for us using the Termination_Call_Detail table. Here's one of the queries for the wrapup data.

"select WrapupData, EnterpriseName, Count(WrapupData) as WrapUpCount, Avg(TalkTime) as AvgTalkTime, Avg(WorkTime) as AvgWorkTime
from Termination_Call_Detail,Agent
where Agent.SkillTargetID in (:agent_list)
and AgentPeripheralNumber = Agent.PeripheralNumber
and WrapupData <> ''
and DateTime >= :start-date
and DateTime <=:end-date
Group By WrapupData, EnterpriseName"

I also have some pretty good queries for call detail. They aren't broken out for outbound only, but they could easily be modified to do so. Let me know if the above query helps and I could send you more!

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Thursday, August 25, 2011 9:38 AM
To: cdicuser@developer.cisco.com
Subject: New Message from Steve Malcolm in Contact Center Reporting (CCR) - Contact Center Reporting: CUIC Outbound, SLA & Wrapup reports

Steve Malcolm has created a new message in the forum "Contact Center Reporting":

--------------------------------------------------------------
Hi guys,
I'm looking for several reports that will show me a breakdown of all outbound calls that an agent makes, that could include data like, number dialled length of call, along with an individual SLA for the agent by day, week & month, and also something that can break down the wrap up codes that have been used.

I've come from a Mitel background and these kind of reports were pretty easy to find, but looks like with Cisco a lot more customisation is needed to interrogate the data.

Can someone point me in the right direction?

Thanks!
--
To respond to this post, please click the following link:

<http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/4413861>

or simply reply to this email.

Steve,
 
Cisco's Advanced services team does have an offering to provide Wrap Up Code reports.
 
The reports can be ran on a by Skill Group, by Call Type or by Agent basis.
 
Please see the attached datasheet for more details.
 
I hope this helps and certainly if you have any questions, just let me know.
 
J.P.
 
John (J.P.) Ploncinsky
Custom Applications Software Engineer
Cisco Systems, Software Application Services Group
Cisco Systems,Inc.
952-967-8022
 
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