Contact Center Reports - calls by hour of day

Question

Contact Center Reports - calls by hour of day

chippowell (TechnicalUser)

(OP)

12 Mar 13 16:46

Hi all, I’m on AACC 6.2, and I’m having trouble finding a report that breaks down the number of calls I’m getting per hour, over the course of a certain day. For example:

Yesterday:

6AM-7AM: 32 calls
7AM-8AM: 124 calls
8AM-9AM: 375 calls
Etc., for 24 hours…

Any guidance on this would be much appreciated. Thanks!

StanleySteamer (TechnicalUser) · Answer 1 · 2013-03-13 07:05:53

I can only speak from experience with CCMS 7 but I think it is similar.
The standard reports are limited to 15 minute intervals. But you can use the Report Creation Wizard to create a custom report by hourly intervals. You could also create a custom report with Crystal Reports.

chippowell (TechnicalUser) · Answer 2 · 2013-03-13 12:28:16

Thank you Steamer, I think AACC 6.2 is the very next version of CCMS (would be CCMS 8?). The CDN Statistics report gets me closer to what I’m looking for. Wish you could automatically total it up over a period of days and combine the CDN’s to get an overall contact center snapshot, but I guess that’s where you need to export it and put it into your own database/spreadsheet. Maybe the RCW can do this. I haven't yet figured out how to use the RCW to get anything of value. I've always heard a lot of talk about what RCW *can* do, but I don't often hear fellow end-users talking about what they *do* do with it.

effort1584 (Vendor) · Answer 3 · 2013-03-26 18:28:11

RE: Contact Center Reports - calls by hour of day

effort1584 (Vendor) 26 Mar 13 18:28

Cross-tab reports might be helpful.

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Contact Center Reports - calls by hour of day