Riddle me this...
We have a Lucent Definity G3R, need to report outbound calls...
Our definition of an outbound call is: a call placed outside the facility (OFF calls) while there is NOT a caller on hold.
The point is, our agents make calls to a help desk while they have callers on hold. We count "Holdtime" in our AHT formula, and do NOT want to count these help-desk calls as Outbound calls. We only want to count those outbound calls placed to an external location, after the inbound call has ended, while the agent is in ACW or an AUX state.
With ACW this is easy, we report ACWOUTOFFCALLS, calls placed while the agent is in ACW (obviously not on an inbound call) and they are OFF the facility (not to the internal help desk).
The dilemma, AUXCALLS
It seems that with CMS you can tell the number of auxcalls placed off the facility. You can know the number of auxcalls placed while an inbound call is on hold. But, you can't know the number of auxcalls placed off the facility while there is not an inbound call on hold.
/I swear this is like physics, the more you know about a particle's position, the less you know about its speed and direction... but I digress/
Are we missing something, is there some great holy grail of AUXCALLS that I'm missing? I've slept with the documentation CD under my pillow and even osmosis isn't helping.
Thank you!!!
We have a Lucent Definity G3R, need to report outbound calls...
Our definition of an outbound call is: a call placed outside the facility (OFF calls) while there is NOT a caller on hold.
The point is, our agents make calls to a help desk while they have callers on hold. We count "Holdtime" in our AHT formula, and do NOT want to count these help-desk calls as Outbound calls. We only want to count those outbound calls placed to an external location, after the inbound call has ended, while the agent is in ACW or an AUX state.
With ACW this is easy, we report ACWOUTOFFCALLS, calls placed while the agent is in ACW (obviously not on an inbound call) and they are OFF the facility (not to the internal help desk).
The dilemma, AUXCALLS
It seems that with CMS you can tell the number of auxcalls placed off the facility. You can know the number of auxcalls placed while an inbound call is on hold. But, you can't know the number of auxcalls placed off the facility while there is not an inbound call on hold.
/I swear this is like physics, the more you know about a particle's position, the less you know about its speed and direction... but I digress/
Are we missing something, is there some great holy grail of AUXCALLS that I'm missing? I've slept with the documentation CD under my pillow and even osmosis isn't helping.
Thank you!!!