Historical Reporting

system · September 26, 2007, 10:20am

When we generate a hestorical report the item total answer calls appear as average (Not Number).
the configuration seems OK, any idea?

mark · September 26, 2007, 10:56am

Hi,

Is this from CCPulse+ or from CCA?
What is the stat that is actually being used?
What is the stat reporting against? agent / group / dn etc?

Mark

cavagnaro · September 26, 2007, 1:14pm

I’d think of CCPulse, go to your View Definition (Template Wizard) and on that Stat > Properties > Historical Association verify that you have N_ANSWERED instead of AVG_ANSWERED

system · September 27, 2007, 11:44am

it is CCPulse+, i checked the configuration and it is configured as N_ANSWERED and i am still getting the average value not the total number of answered calls

cavagnaro · September 27, 2007, 1:46pm

Ok, now go to DMA and seek for that N_ANSWERED, check how it is defined on the statistical type.