Aspect canned reports

[caneuman]

I need info on the validity of Aspect canned reports. I am hearing that the reports are not to be trusted as they double count--that this is a database issue inherent with Aspect...can anyone clarify this for me please?
Please respond to cneuman@warnerhealthcare.com

[Chop]

This Company is a partner with aspect.

http://www.connextions.com

http://www.connextions.com/partners.asp

[sjbogani]

I have been writing and creating Aspect Reports for the past 8 years and I can tell you without a doubt that unless you setup your Call Center to be a cookie cutter call center with CCT's straight out of the example book you can run into report variances from their canned reports. This is due primarily to the manner in which they produce summary data. If you do some special loops or checks in your CCT's to connect to an IVR or to use a predictive dialer or if you link your ACD to a router like the CISCO ICM then you will more than likely get discrepencies in the canned totals however it is unique to every call center. I have spent the better part of 4 years writing reports that are customized to the call center so that what is considered handled within service is indeed what is to be counted.

Sergio Bogani