CMS reports 2

[AvayaDude]

Using s8700 R11 and CMS R3V11. I just have a quick question.
For tracking/reporting purposes, when the agent uses Conference instead of Transfer on their phone, is it tracked as a transfer?

 

[marcell55]

No, I don't believe so. CONFERENCE is actually a seperate data item. Unfortunately, it's not used in any of the canned CMS reports. You'd need to write a custom report to be able to report on it.

 

[tisaccguy]

There's a very useful document available on the Avaya Support Site that lists all data elements and calculations used in CMS.

It's titled: CentreVu® CMS R3V9 Database Items and Calculations

Doc #: 585-210-945.

http://support.avaya.com/japple/css...il&executeTransaction=avaya.css.UsageUpdate()

You can download a pdf.

 

[AvayaDude]

Thank you both so much.
tisaccguy, thanks for the link, I have the pdf