Coverage Path Usage Reports?

[ncphoneman]

Is there a way to see call detail on calls being sent to coverage?

Situation: My owner thinks that some of our customer service personnel are letting calls from "difficult" customers "bounce" to another person by checking the incoming caller I.D. He thinks that this is happening for both A.C.D. agents and regular office personnel.

I know that I can do a R.O.N.A. report out of C.M.S. for the agents (but with no call detail, just totals), but I can't think of a way to generate a report for the non-agents. I tried "LIST MEASUREMENTS COVERAGE PATH XX" but this report is very limited.

We would love to see complete call detail on each type of call, i.e. R.O.N.A. or call coverage to another dept. member. Is there a condition code I am not aware of in C.D.R. that shows when a call has been handled by coverage, and/or any type of detail report in C.M.S. that shows complete info on R.O.N.A. calls?

Thanks in advance for ANY ideas or tips!!!

 

[mikeydidit]

I am not sure about the coverage path report that you want but on the ACD calls you can do a list bcms split Xx. This will give you a fairly detailed report of your acd group. If you want to get even further into it do a list bcms agent and the number of the person in that acd group. This will show what they are doing as far as ACD calls.

If you find any mistakes, please consider that they are there for a purpose. And everyone needs a purpose.
Mikey