Aux-Work Function Problems With CMS Reporting 1

[sjw3140]

Hi All,

It's just been noticed by one our agent Supervisors that when an agent transfers a call to a VDN or another agent etc.., the time it takes registers in the 'Agent Breaks' AUX state, so if you transfer a lot of calls it looks like in CMS you take long breaks.

Any ideas ?? I am suspecting it has something to do with Reason Code 0 (Default ??).

Regards

Steve.

 

[SF0751]

What reason code do you use for "Agent Breaks"? If it is 0, I would change it to something else. 0 is reserved for situations when the switch puts an agent into AUX mode (RONA calls, or hold/transfer time).

Susan
"People seem not to see that their opinion of the world is also a confession of their character."
Ralph Waldo Emerson (1803 - 1882)

 

[RGarcia87]

SF0751 is correct. 0 is default in our switch. We have it defined as 'other' for reporting. On the phone itselt we have it labeled as 'not ready'.