Call Work Codes - Identify Agents

[pbcharlie]

Is it possible to identify what codes were entered by which agent?


In custome report writer there is no referance to agents.

Thanks in advance
Charlie

 

[RGarcia87]

I don't know what version you have but there is an "agent trace by location" report that will show you work codes. You will have to activate the agent trace for each agent and then run the report. This data is stored in the "ag_actv" table.

 

[pbcharlie]

would agent trace slow the system down?
Thanks in advance
Charlie

 

[RGarcia87]

No, but I believe the data holds for about 24 hour's.

 

[98Converter]

Where can information be found on Report Writer?

Thanks,
Chris

 

[RGarcia87]

The tables are called 'dcwc' for the daily's, 'wcwc' for weekly, and 'mcwc' for monthly. Call Record reports fall under 'other' in CentreVu.

 

[Definity]

Apart from that if you have ECHI, You can check the same easily. Else connect to the table call_rec & this will give you the info.. Remember call_rec table has a limitation on the number of records in it (as defined in the setup)..

 

[kroth]

Do you have CMS? If so, go into agent administration and set up an agent trace - I have all my agents listed on trace and I believe in my system is starts erasing from the oldest record once 300,000 have been reach. Then you can run a historical, agent, trace by location report which will tell you everything they did throughout the day i.e. numbers dialed, calls received, agent state, and call work codes pressed.