CCC and Collective Analysis

[MetraRider]

The CCC manual refers to collective analysis when using the collective reports..

Here's the scenario...
OperatorQUE = Hunt Group 800 (The highest hunt-group in the entire system) contains ext 346 and 347.

Agent Group reports show 123 calls for a specific time slot
Target Group reports show 132 calls for the exact same timeslot.
The Individual User Agent reports total to the Agent Group Report.. But the Target Group shows PCA, and % calls answered which are the stats we need.

I even asked our resident Ph.D statistician what collective analysis is... He said, "It sounds like they're trying to obscure something." I have three managers telling me they cant trust their reports because they don't match... Which do I believe?


Help!

 

[IPOfficeIreland]

your agents answer calls for other groups. if you report on Agent Group (highest group number in the system) then you will get the overall calls answered/missed etc for those agents.

If you just want to know how many calls the Operator Queue takes, then the Target Group report will do.

 

[MetraRider]

How can I find these other calls that the agents answer from other groups? This OperatorQUE is a reception desk with two phones. Calls come in from the auto attendant or from internally. 800 is the highest numbered group in our entire system. Only two extensions exist in that group.

 

[jamie77]

Do all the groups you are trying to report on contain ONLY agents and do you have enough agent licenses for the amount you have logged on at any one time???

You can check your licenses in Delta Server.

If you don't have enough licenses or have groups with an agent/non agent mix, then reports won't be very good.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

Football is not a matter of life and death-It is far more important!!!!

 

[MetraRider]

Plenty of licenses.. We have 20 licenses, but only 10 agents.

 

[jamie77]

But are all people in the groups set as Agents?? Force Login ticked and Login Code assigned.

Like I said. check each group on the system for mixes of agents and standard users.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

Football is not a matter of life and death-It is far more important!!!!

 

[IPOfficeIreland]

what versions are you using:

IPO
Delta
CCC

 

[MetraRider]

IPO 4.2 (11)
VMPro 4.2 (24)
Delta 5.2.19
CCC 5.0.30


For same time frame
Incoming Calls by Target Group 103 calls
Target Member Duration 99 calls
Agent Group Member Duration 83 calls

How can I tell which is measuring what calls?

 

[tlpeter]

Upgrade your delta server to 5.2.24


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[MetraRider]

Is this a known issue with this version of Delta? I'll post my results here.

 

[tlpeter]

There are reporting problems with older versions
Give it a try


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[MetraRider]

5.2.24 won't connect to my archiver db now. HELP!

 

[rfinnin]

I get an error on our Delta server. It says Comms Status : Comms Failure. Can anyone help me fix this? We are using Delta Server Version 5.0.1701

 

[Bas1234]

You could try;

http://localhost:8080/management?page=comms

Enter IP of IPO at connection > press Search.

Wait a few seconds then you'll see the Name of your IPO and the IP address then Press Apply.

___________________________________________
It works! Now if only I could remember what I did...
___________________________________________

 

[IPOfficeIreland]

you should be using delta 5.2.24 or higher. 5.2.25 is available now as is a new CCC and IPO.

https://support.avaya.com/japple/cs...eID=343839&temp.bucketID=108025&PAGE=Document

upgrade first, reboot the server then check it again.

 

[IPOfficeIreland]

coincidently @rfinnin you have stepped on this thread whose author had exactly the same issue, strange!

Just goes to show what a little bit of research yields and less time panicking.

http://www.tek-tips.com/viewthread.cfm?qid=1528383&page=1