measuring call volume to an attendant

[BoBAz]

Looking for a way to measure the call volume coming in to an attendant..

The attendant is set up with a skill and we are using attendant vectoring. We are using the BCMSVu package and I can pull the right reports to figure the call counts that are answered via the acd... but I am actually looking for all of the other call.. ie, zero outs and calls from other extensions to the attendants... there are a few automated attendants that have "transfer to operator" ..

Someone was telling me about an Intuity audix program that allows one to see these reports ( peg counts ) to all subscribers and automated attendants. is there such a beast ? if so where do I get it and what is it?

What other ways is there.. open to any suggestions.

TIA

BoBAz

S8700,S8500, Intuity Audix, BCMSVU,

BoBAz

8700/8500/8300/G350/Ip Office/SG203/SG5x//G3r/G3SI/Audix/

http://www.messenger/Message

Manager/VMM/8500

 

[RTMCKEE]

BoBAz I've been tasked with the same thing. Call Center VP is getting compaints from the Operator, that shes getting too many calls. (hrmm wonder if i can complain that I have to program too many phones?).... Anyways, the VP is asking for reports.

We dont have an attendant skill, so the only reports I can find are list meas attendant group/position. Have you found any more reports?

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[4merAvaya]

Instead of using BCMS Vu or CMS you can caputre attendant information by using the standard measurement reports. For the attendant you can use 'list measurements attendant [position or group]. The report will show you the peak call volume for yester, today, and the last hour.

Kevin

 

[BoBAz]

RTMCKEE,

No.. I have not found any reports as of late.. still investigating.. I have use the " li mea att " command and print the report out .. but. I think that I am going to have to create some kind of vector to measure all the options.. something that I was not hoping to do..

I will post on this thread... on what the outcome is

Thanks to you and 4merAvaya for you thoughts....


R/
BoBAz

BoBAz

8700/8500/8300/G350/Ip Office/SG203/SG5x//G3r/G3SI/Audix/

http://www.messenger/Message

Manager/VMM/8500

 

[DblDown]

Why not pass all the attendent calls trought a vdn and vector then report on the vdn or vec through BCMS or CMS? Am I missing something..?

 

[TykeUK]

There are 3 that we have used "list measurement attendant group", list measurements attendant positions" and "list performance attendant Yesterday(or today)".

They aren't brilliant hence the reason why I am moving to logins for our attendants.