Recent content by Lenana

You won't have iccm_preview_dsn unless you have SCCS client installed on your PC.

Connect the power cable (just incase the battery is low) then push and hold the power button until the laptop powers off (usually 5 seconds) If the laptop has a sliding power switch, slide it and hold it in the on position for 5 seconds, let go, then push the button to turn it on. Lenana

Start - Run Type "msinfo32". USB is listed under components and should say if it is USB1.0 or 2.0(enhanced). Lenana

Restore a backup from the previous day and start the card reader install over. After you get it installed, make sure this user has no rights to even change their font type/size :-)

Are you playing music from a CD? If so,make sure the audio cable is connected from the CD-ROM drive to the sound card. You can also try a different audio source (like an MP3 on the pc) and while its playing, try each of the jacks on the soundcard. Sometimes the labels can be misleadng.

If this information was available in Symposium, it would most likely be in the 'Associated Data' column of the Call By Call Statistics report. It shows "NORM" "TRANS" or "CONF" under Call Released but still can't tell who released the call.

I had to create a custom report using crystal reports. The eCallByCallStatYYYYMMDD table has a field named "EventData" that stores CLID, ANI, Site ID, Activity Code or reason for the event. The only problen is (and I may be wrong on this) you cannot link Event Statistics tables with Application...

I just started using Crystal to create custom reports from Symposium. I have a couple and don't mind sharing/swaping just to get some ideas. pdulfo: Send me what you have and I'll send you two of mine. lenken@myrealbox.com

mickss: I'm using Crystal Reports 8.5 but I'm not having much luck with the Average Staff values. Is it working in excel? Lenana (lenken@myrealbox.com)

I'm trying to build a similar report with calls offered, answered, abandoned, service level and staffing by half hour interval. I have everything else working except the staffing part. I can't it to match the known number of agents signed in. Has anyone built a similar report? Lenana. PS:I'm...

We're exploring the idea of giving our customers the option to leave a message instead of waiting in queue and also if they call after business hours. We have SCCS 4.0 and Meridian Mail. Any ideas how this is done with the current setup? Lenana.

Interesting. How did you do this? Lenana.

How did you get the numbers. Is there a report you can run to show all incoming phone numbers?

With a 19 minute greeting, it's very unlikely that a call will get to a skillset and get answered within 20 seconds. There is about a 2 second lag btn the time the greeting ends and the time a call gets presented to an available agent. Run the Application Performance report (one of the standard...

SkillsetStat and AgentBySkillsetStat views both have the field "TotalStaffedTime". The time is in number of seconds each agent was logged in and assigned to a perticular skillset. Lenana.