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Can direct agent calling be reported in BCMS
- Thread starter guozq1972
- Start date
From pub# 555-230-521 Call Vectoring/Expert Agent Guide
"Advantages of Direct Agent calling
DA calls have two important advantages:
They provide more accurate reporting of calls because CMS (and BCMS *my guess) counts DA calls as ACD calls. In this way, agents get proper credit for taking them. By comparison, calls transferred to an agent are not counted as ACD calls."
Given this, the trick becomes how to break out those calls delivered via the Direct Agent Skill vs. an agents other skills they service. I haven't figured out if you can even do this in BCMS Vu--but I don't think so.
It's likely that a custom CMS report could be written to get that.
"Advantages of Direct Agent calling
DA calls have two important advantages:
They provide more accurate reporting of calls because CMS (and BCMS *my guess) counts DA calls as ACD calls. In this way, agents get proper credit for taking them. By comparison, calls transferred to an agent are not counted as ACD calls."
Given this, the trick becomes how to break out those calls delivered via the Direct Agent Skill vs. an agents other skills they service. I haven't figured out if you can even do this in BCMS Vu--but I don't think so.
It's likely that a custom CMS report could be written to get that.
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