call work codes 1

• May 29, 2002

• #2

EPalle

MIS

Dec 5, 2001

130

BE

Do you have a CMS with CentreVu or are you using BCMS??

In CentreVu is a report called: QUEUE/TOP AGENT Status, you can find this on:
Maintab: REAL-TIME
Category: QUEUE/AGENT
Report: Queue/Top Agent Status

You can also create a report by using the cagent table and the field auxreason.

I'm not using BCMS so I can't give you any info on that.

Hope this helps,
Erik

 

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• May 30, 2002

• Thread starter
• #3

Guest_imported

New member

Jan 1, 1970

0

We are using a cms centrevu sytem v8.0. This report does not show details about call work codes, only aux reason codes. Any ideas on how you would create a custom report using designer to show real-time info on cwc`s on a call by call basis? Thanks for the info.

 

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• May 30, 2002

• #4

EPalle

MIS

Dec 5, 2001

130

BE

Ah, Call Work Codes, always confused with them (between Aux reason & call work).
I have been looking around in the CMS and the only thing I could find was:

Agent Trace table : WorkCode field
Call Work Table : I guess all fields...
Call Record table : LastCWC field
Agent Exeption : Reason_Code field

But I don't think that these tables will help you any further. I'm not using CWC's so I don't know myself were to start the search... but will see what I can do.

Erik.

 

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• May 30, 2002

• #5

dmouge

Technical User

May 7, 2002

133

ES

Hi,

Maybe it will be interesting to used an ECH External database like Center Vu Explorer.
the CALL history is send all the XX minutes from the CMS to the ECH server and on this ECH server you can export data not exactly in real time but with an interval of maximum 30 minutes. This data is very detailled (all the data call by call)

Dav

 

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• May 30, 2002

• #6

Phoneman2

MIS

May 7, 1999

745

US

OK
Run "Report Wizard"
press next
Select report "Real Time"
press next
Select Layout Up to you But for now
Press next
Goto "Agent"
"Agent Information"
"Event Data For each Agent Split/Skill"
press next
press next
press next
press next
Select "Preview"
press back
Fill in Report Name
press next
press "Finished"



Please let me know if this worked for you
Thanks
Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

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• May 31, 2002

• #7

PDHall

MIS

May 24, 2002

72

AU

If you have the GUI for CMS mail me with your requirements and I'll build it here for you
(First one is always free!!!!!!!)
Regards

phil.hall@accidengroup.com

 

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• May 31, 2002

• #8

PDHall

MIS

May 24, 2002

72

AU

Sorry that address should read:-
phil.hall@accidentgroup.com

 

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• Jun 6, 2002

• #9

dilworth

Technical User

May 29, 2002

59

GB

THANKS FOR ALL THE INFORMATION-WE HAVE MANAGED TO DESIGN A REPORT USING THE REPORT WIZZRD. THE ONLY PROBLEM NOW IS THAT A LOT OF THE CALL WORK CODES ARE NOT RECORDED EVEN THOUGH THEY ARE USED,AGENTS HAVE TRIED USING CODES IN VARIOUS STATES-ACDIN/ACW USING (CWC THEN #) BUT ONLY A SMALL PERCENTAGE AR REGISTERING ON CETRVU-ANY IDEAS ON WHAT THE PROBLEM COULD BE?

 

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• Jun 6, 2002

• #10

dmouge

Technical User

May 7, 2002

133

ES

the CWC is maybe not administered in the Call Center Administration in CMS ?

 

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• Jun 10, 2002

1
• #11

ukcomms

Technical User

Oct 8, 2001

38

IE

Checkout how many calls were registered to CWC 0.
All unknown entered call work codes will register to this ( possibly not administered as dmouge sugested ).
Could also increase if CWC list agents have doesn't match administered codes.
Could also increase if Agents aren't entering correct code.
I would also look at switching on Agent Trace for all Agents to see the actual work code entered on a "call by call" basis.

Hope this helps.
Regards
Paul

 

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