CMS - Aux Work question

[Phaid]

We currently have an Avaya running CM3.1 with CMS R13 used for reporting.

The call centre uses work codes and is trying to reduce the time people are in system aux (reason code 0). They have been using the Group Aux Historical reports to do this but have found that time spent transferring calls is also put down as system aux.

Is there any way of omitting or identifying time spent transferring calls as opposed to being the in the system aux status?

 

[98Converter]

Can't you create individual aux reason codes?
change reason-code-names Page 1 of 1

REASON CODE NAMES

Aux Work Logout

Reason Code 1: transfer break
Reason Code 2: wrap up lunch
Reason Code 3: conference end of day
Reason Code 4: bio break
Reason Code 5:
Reason Code 6:
Reason Code 7:
Reason Code 8:
Reason Code 9:

Default Reason Code:

Thanks,
98C

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[Stinney]

It looks like you can add the field I_ACDAUX_OUTTIME to a standard AUX report.

CMS defines this field as:

The time during the collection interval that the agent spent talking on AUXOUT calls with at least one split/skill or direct agent ACD call for this split/skill with the call on hold

So this time would only be time that an agent was on an inbound ACD call and made an outbound call (which includes transfers/conference setup time) while the ADC call is on hold (which the system does by default when transferring or setting up a conference).

What I like to do to test what Avaya says something is supposed to be in CMS is make test calls with a test agent login and see if I get the results expected.

- Stinney

Quoting only proves you know how to cut and paste.