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."

I like that one Susan, I like that alot!

A well deserved star

lever

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."

Thanks everyone of the great Ideas.  I have a audience with the supervisor on Monday and will give him all your input. Stars all around On me.

Thanks
ED

1a2 to ip I seen it all