Heard at 9:15 AM: “I need that data NOW!!! Email it to me please…”
Ever hear that from the Contact Center manager/director/person-truly-in-charge?
Using the Contact Center Interaction Viewer (CCIV) to track calls in real-time, you can create a pdf report complete with columns and headers in about 30 seconds.
Here’s a CCIV screen:
Copy the headers and all the data you need using “Filters” to isolate an ANI or Agent (just 2 examples of many):
Then drop it into Excel (I dropped it onto line 3 to have some title space, and then resized columns just a bit for visibility):
“Save As” pdf and you’re done. Total elapsed time is about 30 seconds.
Delivered at 9:16 AM:
“Here you go, boss, the report is in your email in-box.”