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Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here.


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Old December 10th, 2009   #1 (permalink)
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Cool Staffing report ??
Symposium 5.0 opt 81c 3.0

I've run an Application Performance report for the past 30 days, i have the feilds and notice some large differences in abandoned rate and svc level % on certain days.. Is there a report i can run on staffing for those days to see how many different agents logged in that day and their average time logged in vs the number logged in on good days ? I typically do not run the call center reports, but they are trying to blame the IT dept for what i beleive might be a staffing level issue. Ive tried some application by skillset reports and some logged in logged out reports.. but its not giving me what im looking for. Can anyone point me in the right direction?
Thank you.
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Old December 11th, 2009   #2 (permalink)
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a combination of skillset by agent/skillset performance/agent performance reports gave me what i needed....Pain in the A**
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