CCV Group Monitor

[joeloh]

We have an small call center with 2 Groups with 2 different DIDs pointing to them. Both groups have the same 8 agents. When using CCV to monitor the groups, the number of calls answered is always the same. When a call is answered by one group, it is also counted in the other group. This is also happening under PC Wall Board. Is this due to the Highest Group functionality of CCC and anyway of around this?

 

[robboardman]

choose group calls answered not answered all for the group

 

[PlatinumGuy]

Rob is correct.

 

[MrIPO]

I would use "Group Calls Answered Ext" (This only counts External Calls) Also I tend to get PCA and GOS to PCA Ext and GOS Ext as well as Lost to Lost Ext

Remember when running "Agent Group Reports" run the reports against the higher number of the 2 group's or use Target based reports run against the group you wish to report against.

You could also go as far to as creating a Hunt Group called "CCCREPORT" and place all your agents in it, then give it a higher number than all other groups including Pickup groups etc etc, then run agent group reports against that group. That way you dont need to change the group you report against if you add more call centre groups.

Hope this helps

http://www.iporesource.com

 

[kmerck]

When you have agents in multiple goups, is there a way to keeps CCC reports from being skewed?

 

[intrigrant]

yes

 

[PlatinumGuy]

Yes, set it up as discussed above.

CCC is a strange beast, it takes a bit of jiggery pokery when you dont fully understand how it works.

But it does work.

Ahem.

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