clintSVR 1.3.6 just released, a custom real time report called “upsplitskillreport” which is modified from the standard Split/Skill Report is provided for customers who subscribe the annual email support service from UPINGET Technologies. This report provides additional CMS real time database items such as:
- Calls Offered
- Service Level in Seconds
- Direct Agent Calls Waiting
- EWT Top
- EWT High
- EWT Medium
- EWT Low
- Percent Within Service Level
- Percent Answered
- Percent Abandoned
The report template “upsplitskillreport” can be obtained via UPINGET support service. You can follow the procedure below to create and upload the template to your CMS server.
- Open CMS Terminal and create a new custom real time report called “upsplitskillreport”
- Select Screen Painter from the menu
- Select Save design from the menu
- Check the new file name in CMS server directory /cms/db/gem/r_custom
- For example, a new file called cr_r_15 is created. Delete the file cr_r_15 and copy the template file upsplitskillreport and rename it as cr_r_15
- The report is ready, you can execute it and get the data via clintSVR API, OCX, REST and WebSocket interfaces
Add and Delete Report in TcpGate Console
- The tcpgate console command is
- add upsplitskillreport 1 123;456;789 mycomment
- Add upsplitskillreport for ACD 1 and skills 123, 456 and 789
- delete upsplitskillreport 1 123;456;789
- Delete upsplitskillreport
- add upsplitskillreport 1 123;456;789 mycomment
REST Interface
- The REST interface to query the report is