Mitel CCM How To collect datas ?

[Ollivier37]

Hi,

I am trying to gather information about the connections of my colleagues.
In fact they never disconnect and merely stand back.

I try to make reporting that would allow me to know what time this agent is connected.
I did all the menus one by one and I can not do ...


If you've gat an idea ?

By the way thanks.

French User, Newbie ... Thanks for your help

 

[AlphaMann]

Please clarify:
1. your agents never logged out?
2. you are trying to find out when they are actually there?
3. are you trying to setup make busy codes?

 

[Ollivier37]

hello AmphaMann

Here are the answers you are waiting for.

1 : Agent never logged out
2 : We try to know what time , they reconnect firs time each day.
3 : They will not use busy code or they do not do the good way.

French User, Newbie ... Thanks for your help

 

[AlphaMann]

If agents are not using any form of action when they are coming in there is not much that you can do. The best that you could get would be to run agent reports by period for an individual day and see what time the acd DN received its first call. This is obviously not very accurate.

Thanks,

 

[Ollivier37]

Ok

I've just set up a daily disconnection for all agent, by the way they'll have to reconnect themself.

After how can i'll make a report ?

Ollivier

French User, Newbie ... Thanks for your help

 

[AlphaMann]

Yes they will have to log themselves in. Best practice with ACD is always to have the users log themselves in and out.
To run reports browse to the servers ip address followed by /ccmweb in Internet Explorer ie 192.168.1.100/ccmweb, NOTE if you are using IE 10 you have to have the page in Capability Mode
Login and then look to the upper left under Reporter, Agent Reports
Then in the drop down select Agent Event By Period (hh:mm:ss) or the Agent Group Event By Period and run your reports. You can also schedule reports.
For your reference on reports on that site click on Help, Documentation. Look for the Contact Centre Solution Buisiness (or Enterprise) Reports Guide.

 

[Ollivier37]

Really nice

Thanks a lot.


French User, Newbie ... Thanks for your help

 

[Supernova99]

You could also make use of the 'Make Busy' reason codes
When an agent leaves for the day they would use a Make Busy key and type a single digit 0-9
Reference these numbers on CCM and then report on them
example
0 No reason
1 Start of shift
2 End of shift
3 Lunch
4 Break
etc. etc.

Make sure that the Make Busy Walk Away Codes is enabled in System Options and this will prompt the user to enter a number after pressing the make Busy key

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[Ollivier37]

Step by Step, or they'll want to kill me

And actually, it's not really necessary.

French User, Newbie ... Thanks for your help

 

[Supernova99]

1. Make sure that the Make Busy Walk Away Codes is enabled in System Options
2. In CCM or Your site explorer (YSE) in devices Make Busy reason codes add the reasons from 0-9 and label them for your requirements
3. When you run a report against agent agents choose by makebusy reason code

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[AlphaMann]

Make busy codes are great for during the day use. I would still encourage login and out for the end and beginning of days. Again this will be more accurate on what time people arrived and left. Also it would allow you to utilize the path unavailable answer point should you desire.

 

[Supernova99]

I suppose it depends on whether the path is in DND or if you are using IQ or Night service.
Lots of people don't like logging in/out (funny thing is they have to login to their PC every day!)
You could also setup Hotdesk auto logout at the end every day to ensure that all users are logged out and this will force them to login in the morning.
So many options!!

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