CMS reporting

[eseibert]

I know there is a way to do this, but just can't remember. Is there a report already created where it will discard any abandon calls that are lets say 20 seconds and lower and calculate the abandon rate based on those abandons not in the total. Any help would be appreciated. Thanks in advance.

 

[multibus2]

You may be thinking of either a skill or VDN profile report.

 

[SF0751]

Create a custom calculation (ex: ABNCALLS-ABNCALLS1) and then modify the appropriate report using your new calculation.

Susan
"People seem not to see that their opinion of the world is also a confession of their character."
Ralph Waldo Emerson (1803 - 1882)

 

[eseibert]

I'm new to custom reporting. Where do I define ABNCALLS1? Is there somewhere where I define calls less than 15 seconds, etc. Thank you for your help susan and multibus

 

[Steve852]

You need to set the value in the skill call profile setup
Inc 1 relates to ABNCALLS1 and Inc 2 relates to ABNCALLS2 and so on. In the first Inc put the 15 seconds.

Steve

 

[eseibert]

Sorry for being so green, but can I access the skill call profile setup via my cms supervisor or do I need to do this from the Main terminal.

 

[Steve852]

You can use supervisor it's under Tools / Call Center Administration

 

[eseibert]

Susan,

Do you have an example of a custom calculation? I went in and modified the skill call profile and ran a report with both ABNCALLS and ABNCALLS1 and one of them is a number and the other time. Not sure how I would calculate so that I could calculate a more accurate service level without the phantom abandons. Thanks in advance.

 

[eseibert]

I'm not seeing where the calculations are defined in the reports or is it somewhere else? Once again I haven't worked much with this. I appreciate all your help.

 

[ezncool]

I think your referring to phantom abandons. There is a field in the CMS where you can activate this and specify the number of seconds which would consider phantom abandons. Just cant remember where the darn thing is.

 

[eseibert]

I'm sure it is probably a setting that can only be viewed on the server itself. Thanks for your help ez

 

[hanshu]

Phantom abandons can be checked on the Centre Vu Supervisor to see if they are implemented or not :System Setup >> Switch Setup. Anyway I would recommend not to put them on (customer options and system features screen) except if your site wishes to remove all "short" abandons wherever, whenever, whatever.

My solution would be like the firsts said : to create the calculation or to edit directly the fields in the report.
ABNCALLS and ABNCALLS1-10 are cumulative, numeric fields.

 

[Steve852]

eseibert

You still need to add the calculation in Dictionary/calculations call it customabn and the calculation should be ABNCALLS - ABNCALLS1

Steve

 

[eseibert]

I have done the calculation in Dictionary/calculations area and labeled it customabn. Thanks for everyone's help. This site is a savior.

 

[eseibert]

I have created the calcuation, but I don't see how to insert the calculation in a modified report to show the change.