measuring attendant using cms

[Scott99]

Is there any way to measure the attendant using CMS?.

Thanks

 

[avgindyguy]

We have had to do this in the past. What we did was setup and agent ID/Login ID in a new hunt group. If you use EAS just add the skill to the ID, if not put it in the hunt group form. Make sure the hunt group is measured and uses AAS, so that the attendant doesnt need to login and out. We setup or IVR ports this way. The data you will get from CMS may be a little strange but I am sure you can figure it out. For instance, you may not see any ACD calls only Aux in and Aux out calls. But at least you will see some talk times. Also, you may be able to monitor activity if you have attendant vectoring enabled in your switch. I dont know if this is the only solution but it is a good start.