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Nortel CCMS reports

Nortel CCMS reports

Nortel CCMS reports

(OP)
I'm trying to find a report that shows how long an agent is on each call. The call-by-call report is too cumbersome and, I believe would have to be run every hour. Does anyone know of another "canned" report that can be used for this? Please advise, thank you.

RE: Nortel CCMS reports

Why details? Does the Agent Performance, Agent By Skillset Performance report not deliver the desired information?

All skillset and agent reports are based on a 15 minute interval database so no individual calls can be listed there. If the answering rate is 1 call or less per 15 minutes the agent report will deliver the information but when more details are desired you have to use the CallByCall database.

Usually the 'Average Talktime' is used to compare the agents so I would use the Agent By Skillset Performance report and when the Average Talktime is different than usually run the CBC report to zoom in on those calls.

RE: Nortel CCMS reports

(OP)
Thank you Utreg. There are a couple instances where there are more than 1 call in a 15 minute interval, however, you pretty much confirmed what I suspected. Going to use the Agent By Skillset Performance, then if needed, zero in with the CBC. I appreciate your input, thanks again!

RE: Nortel CCMS reports

A better way, depending upon your version, is the contact summary report. You can run a report for all agents, or individual agents and see each call. Not limited to an hour at a time. Shows talk time, hold time, etc.

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