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Direct Agent Calling - CMS Reports

Direct Agent Calling - CMS Reports

Direct Agent Calling - CMS Reports

Hi all

Looking for some advice for CMS reports showing direct agent calls. We have a requirement to report on direct agent calls to their DID number (agent ID).

DAC seems to be working, in so much as when the agent receives a DID call it shows in a real time report as DACD-IN. But what reports actually show the number of direct agent calls an agent has received? Is there a skill report that shows this? I'm not quite seeing the value of DAC yet... goal: report on direct calls to all agents in a skill (or group if that is the only way).

Any help, much appreciated!

RE: Direct Agent Calling - CMS Reports


The historical agent reports will show some DirectAgent items.
But, if you know how to create a designer (custom) CMS report you can choose
all the DA fields you need. They start with DA_.
The total acd calls answered by a direct agent: DA_ACDCALLS



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