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CMS REPORTS
- Thread starter mnortman
- Start date
DAVIDPAYNE
IS-IT--Management
Is it a custom report? if so check that you have the correct data items. If not check you dictionary to make sure everything is named correct.
You then could run a VDN report, and check it to see if the same number of calls hit it as they hit the skill.
Beyond that, believe CMS.
You then could run a VDN report, and check it to see if the same number of calls hit it as they hit the skill.
Beyond that, believe CMS.
- Thread starter
- #4
There are two or three agents answering these calls. I did a couple reports for yesterday and the Split/Skill Report Daily shows 11 ACD calls but the Split/Skill Summary Interval report for yesterday shows 11 ACD calls. I cannot come up with a reason for the difference.
- Thread starter
- #6
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- #8
I requested 24 hours on the interval report but only 7:30 to 5:30 came up. I assumed that meant that no calls were in other timeframes. If that is not the case, could it be that the ACD calls that came in after 5:30 didn't show up on the Interval but were captured by the Summary? The other odd thing is the % answered calls on the Interval report came up 85.71% but it shows 6 ACD calls and 0 abandend.
Correct, if no agents are staffed and no calls queue to the skill, the interval report will not return data for that time.
I was taking a long shot that you might take calls overnight. A call that was answered at 11:45pm and rolls over to the next day and completes would show in the daily report for that day, but the call would show in the following day interval report. But there are too many calls to consider this unless you have a heavy overnight call volume.
And you're positive that you're running the reports for the same day. Instead of entering the date, enter -1 in the date field to run the report for yesterday.
And you're positive these are the standard (non-modified) reports for Summary Interval and Summary Daily? You state that the summary interval report came up with 85.71% answered but no abandoned calls. It sounds like someone messed around with the standard report and overwrote it.
- Stinney
I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!
- Thread starter
- #10
I would say that might be the case, except for a different skill they match and look right. I am definitely running reports for the same day. In looking at the Daily report, the difference looks to be the "Held Calls". There are 5 of those added to the 6 ACD gets the 11. What is a "Held Call"? I assumed it was the same as abandoned. That doesn't explain the % answered either. How would they come up with 85%?
A Held Call is a call that was put on hold. Of course, this happens when an agent puts a caller on hold, but the call is also put on hold when the agent is transferring or conferencing a call.
The % Answered doesn't make sense if there are no abandoned calls. You should go into designer mode and check the fields and calculations of the report and make sure they are what they should be.
- Stinney
I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!
A good resource is the CMS Database Items and Calculations document when you need to understand what a field is and how data is calculated. But you have to check the actual field that is being used. For example, in the case of the report showing Held Calls, there is no Held Calls data item, it's HOLDCALLS in the database.
Search for it on support.avaya.com and choose your version of CMS.
- Stinney
I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!
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