CMS - Real-time reporting for multiple skills, etc.

[AntiGravityHero]

I have been tasked with the following project:

My company would like to route calls to five different CS teams (each team with their own VDN) based on the last four digits of an SSN, but only routing based on the last TWO digits (weird, i know). I have been able to get this working by collecting digits in the ??0?, ??1?, ??2?, etc. format and pointing these to their respective VDNs.

Here come the issues with this approach:

- Queue status buttons need to be reprogrammed for each station based on the group that they're in. Time-consuming, and adds to our administration overhead.

- DSI Marquee needs to be reprogrammed to accomodate all new groups (trivial).

- Real-time monitoring breaks. CMS Supervisor does not let me do realtime monitoring on multiple groups at once. I am unaware of any way to do this.

- Historic reporting breaks for the same reason as above. Reports can be combined, but this is a pain.

This is the best solution I can come up with, although it's not idea. Would anyone else have a better idea or any suggestions in regards to reporting?

Thanks!

 

[marcell55]

When I have customers who need to monitor more than one skill at a time, I have them pull two reports. The first report is the Real Time-Split/Skill-Split/Skill Report. You can pull this report for mulitple skills and it will give you a good summary of what's going on in each skill. To get a detailed list of what the agents are doing, I create an Agent Group in the Dictionary that consists of all agents in the group as a whole. Then I pull a REal time-Agent-Group Report.

If you know how do use Custom Reports (or if you have Report Designer), you can customize some reports that will allow you to pull multiple skills for multiple dates. If not, the historical report part will be a pain. If you don't know how to do custom reports or report designer, you may want to look with your business partner to have some created.

 

[green6]

I've combined multiple queues in Historical reports using the Custom Reports function in the past. It's a good tool, and although I haven't done combined Real Time reports I suspect it works the same.

If I could figure out how to give you a screen shot of my custom reports I would. : )