Hello ccx reporting community,
For one of our customer using in the past unify contact center,they ask us to create customized report in specific format which is quite simple but it looks quite impossible to do with the cuic standalone solution.
I checked on the different tables : contactcall detail, agentcalldetail, contactqueuedetail but nothing givesme satsifaction.
We need to create on a daily basis and in a grouped forme the following output:
Day, total incoming internal call, total internal outbound call, total talktime for internal out, total talktime for internal in, average talktime internal outbound call, average talktime internal inbound call,max talktime internal outbound, etc...
The thing is that I can´t really indentify how :
Retrieve internal inbound/outbound calls for all agents of a team but worst is that the agentdetails doesn't even contain internal calls for the calculation of the call time.
Can you please guide me a little bit?
Or even if you have a customized report example , that would help me a lot.
Many thanks a lot for your support and help.
Have a nice day
