CMS Report 1

[jjjtj]

I am pretty sure I can do this without having to call AVAYA and pay for this, but I need a CMS report that show by agent how many calls received that were less then 30 seconds or less, in addition they want the report to list the agents name.

 

[Stinney]

You should be able to chose a standard report and then edit the Where statement to inlcude "ACDTIME < 31".

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[lopes1211]

We do this same thing with an exception report. Go to the exception admin section and setup like this:

Split(s)/Skill(s): NCC_XFER_SALES_CALLS x Delete
x Find one
Time x Modify
Active Limit Threshold Exception Type x Next
x Previous
n 0 0 Time available mqqqqqqqqqq
y 30 0 Time on inbound ACD call (min)
n 0 0 Time on inbound ACD call (max)

the report will look like:

Date: 1/27/09
Split/Skill: NCC_XFER_SALES_CALLS


Time Agent Name LoginID Exception
8:42AM Scoor, Michele 4123 Time on inbound ACD call (min)
11:21AM Scoor, Michele 4123 Time on inbound ACD call (min)
11:23AM Miller, Susan 4122 Time on inbound ACD call (min)
1:01PM Smith, Sean 4146 Time on inbound ACD call (min)



-CL