Hello, I have a Windows Server running Contact Center Client and YourSite Explorer 6.0.0.3, connected to a Mitel 5000. I am a complete newcomer to PrairieFyre's products. But, management has asked me to build a (very interesting) custom report. Here is what they ask:
What percentage of incoming calls by location are being answered before going to voicemail?
Of the calls not being answered and are sent to voicemail are leaving a message? (I understand that this may be difficult, and this number is less important)
Of the callers that left a message what percentage of those where called back within 1 + hours, 30 min - 60 min, 15 min - 30 min, < 15 min.
I have a long history in programming and working with MS databases, so I'm comfortable with a request like this, but what I need to know is:
Is this possible?
Can I use YourSite to build a custom report, or do I need to make my own custom application that talks to YourSite's SQL Server database?
Thank you for your insights. I'm not sure even how to configure YourSite explorer yet. At this stage I'm just looking at how complex the program is, not sure what I am doing.