Customized Reports for Call Center Enhanced

[ldutchman]

Equipment: MICS 7.0, Call Pilot Enhanced 3.1, CCRS, FastRAD,SMDR6
Scenario: "System" has been in operation for approx 4 months. Now they are wanting more reporting.
QUESTIONoes anyone recommend a software package to allow customized reports?
The problem is none of the ones I have tried have been able to "tie" agents to extensions. The CCRS can "audit agents", give call center statistics etc. and the "call accounting" gives Caller ID, transfers to/from extensions etc, but an agent does not always work at the same extension. Today they may be at DN300, tomorrow DN290.
Example: I want a report from yesterday showing me who agent 007 called and received calls from, time the calls were made, how long they lasted etc.
Any direction would be greatly appreciated.

 

[senk1s]

You are capturing data/ information from 2 different places into 2 different software applications

SMDR -> Serial port -> Call accounting SW
CP -> Ethernet ~~> RCC

You are probably looking for a software that can 'pull' info from 2 place and use some logic to correlate it

Let us know if you find something like that

 

[ldutchman]

That's exactly what I am looking for, I was hoping someone had a "package" built to do that already