Search results for query: *

Hi I've been asked to look into an instance where an Agent was re-scheduled using Blue Pumpkin / Impact 360, and the re-schedule was managed incorrectly. In an ideal world, the software would keep an audit trail of the change in order that I could identify the individual that actioned it...

I'm trying to retrive hold time for agents ACD & DN calls to enable us to breakdown of total call time. I have tried using the report wizard with little success and currently we do not have access to a copy of Crystal reports. I would be grateful if anyone has solved a similar problem & could...

Hi Am new to Nortel and am currently working with the CCMA6 reports for the first time. I am trying to build a template in Excel which reads data from the Agent Performance Report, but the reported times (ie, Talk Time etc) are exported in text format. Is there a way of exporting the data...

Rockwell Enterprise Agent Activity Report In the 'Notes' column, one statement suggests 'Continue'. Can anyone verify what this means, in terms of what the Agent has done? Also, in the 'Activity' column of the same report, there is a record marked 'Call_cont'. Is this related to Continue as...

Using Excel 2000: When I autofilter data in a worksheet, on occasions the filters 'lock up', preventing me un-filtering the data. As the filtered-out data is then effectively hidden, I have to de-activate Auto-filter on the Data menu, manually unhide the rows on the sheet, and reactivate the...

I have a time problem which relates to the exporting of data from the Long Term Weekly Report (v7). The 'Total Sign In Time' displays in HH:MM:SS within the crystal report. When the data is exported to Excel, and seems to look correct. Excel, however, can't cope with the value unless you...

Does anyone have anything they can provide on cost allocation on a multiskilled environment. Working on an Aspect/Rockwell Enterprise system, we have numerous call types routing through to separate pools of Agents. The calls route in via a number of applications - thus the charging for certain...

My employer runs Office 97. For the purposes of issuing correspondence from Word electronically, I need Word documents to be saved without the Properties including anything in the Summary or Contents tabs (ensuring anonymity, etc, for Data Protection purposes). Can anyone advise whether...

Is there any way of configuring a hunt group so that where there is no availability of Agents within that skill, the caller will hear an engaged tone rather than hearing ringing as they currently do.

We currently experience a high ratio of Agents inputting incorrect AUX codes, albeit inadvertently in some instances. Only those with access to CentreVu Supervisor would be able to advise those Agents of the AUX code they have input. Is there a way of configuring either the phones or the...

Do any/many organisations have AUX codes specifically for particular areas of outbound calling? If so, can you let me know what codes you have for your business? Alternatively, do your Agents make immediate call backs whilst they are in ACW, or do they use a particular work state? Any and all...

Technical question: We want to set up Agents so that if a call comes in via one skill, there is 'Forced Answer', whereas if the call comes in via another skill, there is 'Agent Pickup'. I am led to believe that this set-up is login-specific, and as such they could either have one or the other...

Comparing Avg ACW Time with Total ACW Time, the two don't tally. On paper, you'd assume that ACD Calls x Avg ACW Time would total Total ACW Time, but there seems to be no correlation. I wonder whether, perhaps, its due to Agents using ACW without there having been a call first? Any ideas why...

Some agents at our office have'away from desk' work to do, and as a result they are set up with Agent Pickup setting rather than Forced Answer, and the call re-directs on no answer after 3 rings. The problem is that they turn the ringer volume down to almost inaudible volumes so that...

Working on 24 separate ACD's, I have 'superuser' access so I can apparently see all 24 ACD's from a single location. Unfortunately, some ACD's don't seem to want to allow me to log-in, giving me the following error message: Error 380 Location: CMS v9 FM SelectRept: Form_Load Does anyone have...

I've been asked to look at some Agent Trace reports from CentreVu v9, and in one instance an Agent appears to be Available, then go into Other, back to Available after a short time, return to Other, and repeat. They always appear to be in Available for around 2 mins, then into Other for only a...

Is there any function within the CentreVu suite that advises you of who is currently logged into CentreVu (or has it active on their desktop). I'm looking for people logged into CentreVu Supervisor, not logged into their phones!! email any answer to mark.thomas4@thepensionservice.gsi.gov.uk

An issue has arisen where Agents set to 'Agent Pickup' rather than Forced Answer are turning down the ring volume on their turret, and letting the RONA ring at their phone, and then trip to the next Agent. This prevents the Coordinators from being immediately aware that their phone is ringing...

Is there any way, within CentreVu Supervisor v9, to display certain names in different colour text. There are certain log-in ID's which we wish to appear in alternative colours to the standard 'black', but we can't find anything which enables us to do this. Answers most welcome!!