CMS Report

[cgzz]

Is there a way to get a report from a particular agent wich is logged in to the system
one of the supervisors on this company is trying to get a report wich can tell him every button a agent press during the call and i dont know the exact report or trace or whatever i can do to check on one particular agent to check every single action they do during the day on the phone like release, aux work, work code, after-call even if they press call-app, everything they do!
thanks everyone


i have CMS and avaya s8700 g3 v11

 

[ezncool]

you may want to activate agent trace


ezncool
I have no technical solution to your management problem

 

[SF0751]

ezncool hit it on the head, activate the agent trace. Then the report you will want is Historical/Agent/Trace Report (last one in the list).

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[banny3105]

Hi cgzz

If you have external call history activated on your system you will be able to see all activities the agent have done, If call history is not activated you may us the Call Records Report, however you will need to check your Data Storage Allocation space and the max records is 5000 after that it will be override. To use agent trace will take a lot of resource from your CMS Box and users will find it slow.

Best to use is External Call History (ECH). Check under your license in cms by typing cmssvc and go to option 1 on the command prompt
Hope this will help

 

[CBB]

Just a warning make sure that trace doesn't get turned on for all agents. Agent trace is a processor hog. Our call center managers decided to turn on agent trace for like 80 agents and fried the processor in our CMS. We were luck and lost no data. Replacement was also cover under our maint. contract. The tech however told me how lucky we were that we didn't lose data.