CRT-261 · Question #141
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a…
The correct answer is B. Create a Custom Report type with Activities as the primary object. For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a…
Question
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information. How should the consultant recommend the report be created?
Options
- ABuild a report on Products with Activities grouped by owner.
- BCreate a Custom Report type with Activities as the primary object.
- CCustomize the My Team's Calls This Week standard report.
How the community answered
(40 responses)- A13% (5)
- B83% (33)
- C5% (2)
Explanation
For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions.
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