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Advanced Reporting for small call centre


tiernanoc
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First of all, you should be able to get the email summary for every ACD at midnight. That contains the agent activity and even the CDR if you want. That should be already pretty detailed, though delayed by nature.

 

If you want to go one step further, you can have the PBX put the CDR into a database (though you need to ask your hosting company to enable the CDR sending for you). We have just added JSON CDR that makes that relatively easy (http://wiki.snomone.com/index.php?title=JSON_CDR).

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First of all, you should be able to get the email summary for every ACD at midnight. That contains the agent activity and even the CDR if you want. That should be already pretty detailed, though delayed by nature.

 

If you want to go one step further, you can have the PBX put the CDR into a database (though you need to ask your hosting company to enable the CDR sending for you). We have just added JSON CDR that makes that relatively easy (http://wiki.snomone.com/index.php?title=JSON_CDR).

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First of all, you should be able to get the email summary for every ACD at midnight. That contains the agent activity and even the CDR if you want. That should be already pretty detailed, though delayed by nature.

 

If you want to go one step further, you can have the PBX put the CDR into a database (though you need to ask your hosting company to enable the CDR sending for you). We have just added JSON CDR that makes that relatively easy (http://wiki.snomone.com/index.php?title=JSON_CDR).

 

 

Thank you. With the daily CDR can this be sent as a CSV though? I can only get it as a HTML email.

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