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CMS Data\ Need de to get start time and duration of agent's pause

CMS Data\ Need de to get start time and duration of agent's pause

(OP)
Hello,

I need your help please.
I didnt found a table on CMS Database that could provide me the start time and duration (or end time) of an AUX9 of an agent for example.

in fact, i need to know for an agent from when to when he was on pause, from when to when he was in a meeting and so on.

the table Hagent gives the information agregated by intervall time (15min). i need de put agent activities on a time axis.


PS: I can t activate the CMS trace,

thanks in advance.

RE: CMS Data\ Need de to get start time and duration of agent's pause

For that level of detail, you would need to activate agent tracing for that agent in the CMS.

That's okay if you need to do it for a couple agents, but you'll overrun your disc allocation if you do it for all agents.

For this level of detail, you would need a WFM solution.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

RE: CMS Data\ Need de to get start time and duration of agent's pause

(OP)
thanks for the reply
I need the information for about 6000 agents. so the trace is not on option.
could you please tell me more about the WFM solution?

many thanks

RE: CMS Data\ Need de to get start time and duration of agent's pause


WFM - Work Force Management, lots of different vendors out there that sell it, including an Avaya version of Verint. Give it a Google....

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

RE: CMS Data\ Need de to get start time and duration of agent's pause

(OP)
thanks

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