Contact Centers, CRM Customer Engagement

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Custom reporting requirement

  • 1.  Custom reporting requirement

    Posted 4 days ago
    Good morning community,

    We have a call center that handles both incoming calls as well as dialer campaigns.  We use ACCS and Dialer.  We are looking for the ability to do productivity reporting on agents that combine incoming calls, emails and dialer campaigns.  This is not possible using Avaya standard reporting.  We have configured a linked server connection to the Avaya databases and can access both ACCS as well as the "Mutlimedia"/Dialer database.  We however require the skills to assist in building joins between the two databases in order to produce consolidated reports.

    Anyone playing in this space?

    Carl Steijn
    Technical Manager
    AVI Limited