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CMS Rona Report 3
- Thread starter 1a22ip
- Start date
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2
- #2
First, create the CMS exception for RONAs.
Commands - Exceptions - Operations - Agent Exceptions
Put a check in the "Active" box for "Ringing call automatically redirected from agent". Do this for all skills.
Once this is done, you can either use your real-time exception report, or run an Agent Exception by Location report, or modify existing CMS reports to include "NOANSREDIR".
Susan
“Before you criticize someone, you should walk a mile in their shoes. That way when you criticize them, you are a mile away from them and you have their shoes.”
Commands - Exceptions - Operations - Agent Exceptions
Put a check in the "Active" box for "Ringing call automatically redirected from agent". Do this for all skills.
Once this is done, you can either use your real-time exception report, or run an Agent Exception by Location report, or modify existing CMS reports to include "NOANSREDIR".
Susan
“Before you criticize someone, you should walk a mile in their shoes. That way when you criticize them, you are a mile away from them and you have their shoes.”
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1
- #4
We have a custom report built that provides a report for multiple agents, multiple days, multiple intervals. It will only report if the agent had RONAs.
The data is from the hagent table.
The Inputs (all with multi-value selected) are:
Agent
Date
Time (point in time)
Query Items are:
ROW_DATE
STARTTIME
"-"
STARTTIME+INTRVL
LOGID
""
LOGID
NOANSREDIR
The Where statement is:
ACD=$acd and LOGID = [Agents:] and ROW_DATE = [Dates:] and STARTTIME = [Times:] AND NOANSREDIR > 0
- Stinney
Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.
The data is from the hagent table.
The Inputs (all with multi-value selected) are:
Agent
Date
Time (point in time)
Query Items are:
ROW_DATE
STARTTIME
"-"
STARTTIME+INTRVL
LOGID
""
LOGID
NOANSREDIR
The Where statement is:
ACD=$acd and LOGID = [Agents:] and ROW_DATE = [Dates:] and STARTTIME = [Times:] AND NOANSREDIR > 0
- Stinney
Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.
- Thread starter
- #5
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