US customer, running a small Call Center where we have to track, report and modify as call volumn changes. With Reports I could export and pivot the important information to show reports on Call Result, Direction, in 24hr time format.
What I used to do...and what I cannot do any longer
I used to be able to provide reports with actual data all in one location. Now I am being told by Tier III Techs that I need to pull multiple reports to get less information...and the information doesn't export as expected. I need to know by the hour (on a report) when calls were lost.
This is what I provide to my agents, co-managers and leadership team. As a Call Center this is needed information in one report with hard data to back it up.
What can we do to get the old reporting put back...giving people the choice of fancy reports or solid raw data in one location?
What I used to do...and what I cannot do any longer
I used to be able to provide reports with actual data all in one location. Now I am being told by Tier III Techs that I need to pull multiple reports to get less information...and the information doesn't export as expected. I need to know by the hour (on a report) when calls were lost.
This is what I provide to my agents, co-managers and leadership team. As a Call Center this is needed information in one report with hard data to back it up.
What can we do to get the old reporting put back...giving people the choice of fancy reports or solid raw data in one location?
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200 Points
Posted 6 months ago
Saadet - Community Moderator, Official Rep
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60,140 Points
Hey Andrew! If you want to see your Reports in 24 hour formatting, it's a simple setting. Go to your Extension -> User Details -> Settings and Permissions -> Regional Settings -> 24 hour
If you want to see the Missed Calls, make sure to select the KPI for #Missed Calls (w/VM)
If you want to see the Missed Calls, make sure to select the KPI for #Missed Calls (w/VM)
-
200 Points
Saadet - Community Moderator, Official Rep
-
60,140 Points
-
200 Points
