Brekeke Contact Center Suite Wiki

Example 2: Completed Calls Report (Key: Call Type + Agent )

Create a custom report with “Call Type” and “Agent” as keys.



Step 1. Set the following parameters at [Tenant]>[Settings]>[Engine]>[Advanced options].{"name":"Call Type","field":"callType","includeBlank":false}{"name":"Agent","field":"curCompleterAgentId","caption":"curCompleterAgentName","includeBlank":false}

* Brekeke CA can create 5 custom data sources with the custom1-custom5 parameters. In this example, the parameter “custom2” is used for creating a new custom data source. If the “custom2” parameter has already been used for other purpose, please use another one.


Step 2. Create a new report like the follows;

[Basic Settings]

Data source : custom2
Data Mode : record

[Field Settings]

Column Name formula Type
Call Type Detail $customGroup==2?’Outbound’:($customGroup==1?’Inbound’:’Other’) String
Completed Calls $sumCallComplete Number

Step 3. You can see the new report like following picture.

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