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  • Workgroup agent reports

    How can I generate reports that tell me:

    We will need monthly reports showing calls handled by agent, each agent average talk time and each agent longest talk time.

  • #2
    We wrote our own ACCESS database that provided us with three reports. Agent activity by day for the month, Our own service level parameters by day, and then by month.

    We export them to a internal website for the clinic admins to view. There are a couple of things that are incorrect in the ShoreTel CDR database that we have a couple queries go out and fix before the reports are ran.

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    • #3
      would you or anyone else mind sharing any custom reporting you have setup for shoretel?

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      • #4
        That sounds good, but a lot of work. Is there any standard reports you can run from Shoretel?

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        • #5
          I have found that the Agent summary report gives me almost everything I need. I really would like a number "longest talk time"

          Does anyone know how I could get that?

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          • #6
            Again, we have wrote our own reporting, and yes, it can pull out the agents longest talk time, it is all in how the data is filtered. Send me an email, and I will send you the database.

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            • #7
              Can you please email me the reports?
              Last edited by Smithermang; 06-25-2007, 11:18 AM.

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              • #8
                Send me an email at [email protected], I do not have your email address and your profile does not show one.

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