Tracking service observe

[phoneguy55]

G3si CM2.0

I was asked to set up service observe in a call center and give the supervisior the ability to track who is service observing who and how often. I searched and saw how you can create a VDN and vector to be able to do this but I would need to create a VDN and vector for each acd agent, in order to track it via call accounting. Is there another way, because I have a lot of agents? Thank you.

 

[dfalken]

why not create a VDN that only dials the FAC for service observe. That way it's somewhat tracked. Don't tel them the FAC just give them the VDN.

 

[phoneguy55]

That would work, but they want to not only know who is service observing but what extension they are observing. With hundreds of agents that would mean hundreds of VDN and Vectors.

 

[CBB]

Do you have CentreVu explorer or Nice Analyzer?

 

[phoneguy55]

I have a CMS R12. Will that work?

 

[CBB]

You have to have CMS to do it, but you also need something to accept the ECH (External Call History) from CMS (Nice Analyzer is an example). I believe that collected digits is something you can look at in ECH. You could then do something with a collect digits that would be for reporting purposes only (maybe have a collect 8 digits, have them enter their extension then the agents) then have the vector dial the feature access code for Serv Obsv then they would dial the extension again. Only way I can think of how to do this.