Avaya CMS Supervisor

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Avaya CMS Supervisor
Hi, does anybody know what database items/ calculations I will need in report designer to create a report that will give me calls answered and abandoned every 5 secs for each skill with a total at the top

This will allow me to manually remove all calls before 15secs so I can report on it
Thank you in advance

Business Support Manager

Collections Company

Hi Karun,

You don't actually need to use Reoprt Desingner to achive this.

If you go to commands > Call Centre Administration > Operations > Then select "Split / Skill Call Profile Setup.

Select your skill then add service level increments of 5 secs. Also set your "Acceptable Service Level" to 15 secs. This means you wont have to manually remove them.

Now you can view results in Reports > Historical > Split/Skill > Call Profile Daily. This will show the information you require. You can also view in real time reports under "Call Profile".





thank you...that worked


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