CMS R15 Designer Report

[NewbieCarol]

Does anyone know if it's possible to design a monthly report based on a specific group of agents only? For example, I want to know how many calls were taken for a SPECIFIC ACD and ONLY by Beth, Sue, and Donna....NOT everyone else that took calls for that skill. Just MY people. Any thoughts?

THANKS EVERYONE!

Carol

 

[Stinney]

If you have a CMS system then all you need is to have an Agent Group created with the agents you want to report on and then run historical Agent Group reports.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[NewbieCarol]

I guess I left out a minor detail that we have CMS R15. I understand what you are saying but I want it for a specific group of agents AND for a specific skill only. To the best of my knowledge, if you do a report by Agent Group, it's going to capture all the skill groups those agents took calls in.

 

[Stinney]

Editing a COPY of the Agent | Group Summary Daily report (don't write over the existing):

Edit your inputs to include Split/Skill.

Edit the data and total queries, change the Where statement to read: ROW_DATE = [Date:] and ACD=$acd and LOGID in (select value from agroups where item_name = [Agent Group:] AND SPLIT = [Split/Skill:] and acd_no=$acd) GROUP BY dagent.LOGID

Save it, run it, enter in the agent group, date(s) and skill you want to run the report on.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"