CMS Custom Report Question.

[DAVIDPAYNE]

CMS Custom report question.

I have a user that would like a real-time report that can give me total calls waiting across all skills, or a set of skills. Longest call holding across all skills, total number of calls, etc.

Does anyone know how to do that in a single report?
Also need to be about to have the data save out to a file so that it can be used in Web application.

Any help would be appreciated!

Thanks
David

P.S. I have S8700 version 12, CMS version 11.

 

[SF0751]

Look at:
Real Time Reports
- Split/Skill
- Split/Skill Report

And see what else you need to see that this report doesn't currently provide.

When viewing the report, select Report - Save as HTML to save a snapshot of the report as a web page. Or select Edit - Export Table Data or Edit - Export All Data to send the report to your clipboard so you can paste it into the appropriate application (Excel or Word, etc).



Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[DAVIDPAYNE]

I have looked at this report before, but it does not give me totals across all of the skills.
If it had a total line, this would be great. Do you know of a way to modify this report to add totals?

Thanks
David

 

[RGarcia87]

In CentreVu under "integrated" there is a "Split/Skill Comparison" report. This contains realtime info and some historical data getting updated realtime.

 

[DAVIDPAYNE]

Ok, here is what I am trying to accomplish. The users wants a report that has total vaules for multiple skills. (i.e. Call Waiting Skill 18 + Calls waiting Skill 17), etc.

They want this to then be run about ever 5-10 sec, and exported to an HTML file. This file would then be used to supply call state to a 42in plasma screen.

Any ideas or help would be appreciated.
Thanks
David

 

[RGarcia87]

The pc that you use to view the real-time report should be able to connect to your plasma screen. No HTML file needed. We have a pc here connected to a large tv in our call center.