Recent content by smurfyIAG

Been reading the BMJ have we? http://www.bmj.com/cgi/content/short/335/7633/1288 Here's a recent study confirming that there is a risk: http://ccforum.com/content/11/5/R98 Sean Murphy Call Centre Analyst IAG New Zealand

Stinney, thanks for this, something I've been looking into for 2 years! AWESOME! Read the README file in /cms/perfbin for explanation of the files and logs in the performance monitoring directories. Lots of goodies to look at. Have a Star from me. Sean Murphy Call Centre Analyst IAG New Zealand

Depends on what components of CMS you have purchased/have access to. Assuming you have report designer access... Commands > Report Wizard > Next > Historical:Daily > Next > GridLayout > Next > Agent > Agent login/Logout > No Pre-Selection > Next > Add: Agent Name, Login Time, Logout Time >...

Since you want this for all skills, you don't actually need to use SPLIT as an input. I have an Agent Audit report: SELECT UNIQUE haglog.LOGID, min(haglog.LOGIN), max(haglog.LOGOUT) FROM haglog Where ACD = [ACD:] GROUP BY haglog.LOGID Sean Murphy Call Centre Analyst IAG New Zealand

I'm trying to measure agent "short call" (disconnecting or transferring back to queue) behaviour. Currently I am tracing my maximum of 400 agents and pulling this data into an external database daily. I can then reasonably easily spot those agents who are cheating the system but this is only...

Hi again hh66, frankly if agents are averaging 5 silent calls a day that's 400 customers for whom the call centre is NOT running at all. 92% running is not acceptable in my book. As dwalin points out, this means there is a fault causing no connect between the customer voice channel and the agent...

2 things that I know of for certain: VDN to Vector assignments (can modify what vector the VDN points to - seriously affecting call flow design) VDN Call Profile setup (Can modify service level threshold - seriously affecting service measurement). Short answer - not to be given lightly. Sean...

Jerry, CMS Supervisor client does it all for you. Either HTML or TXT Run the report with the desired parameters, then Report>Export to HTML>Script or Action>ExportTable data to file>Script (command may be worded slightly differently - I'm not in front of my CMS at the moment). Personally I...

Agents are not the brightes(t) people." Actually sometimes I disagree. As I just replied at avayausers... Harry - you have 1 General queue which is measured and the rest you don't care about so much (don't have a Service target). I'd be having a close look at what type of calls the agent was...

The number of INCALLS that were redirected out of the vector, given a busy signal, or were disconnected. OTHERCALLS includes BUSYCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS Sean Murphy Call Centre Analyst IAG New Zealand

Believe it or not, I don't think it's in any of the standard (canned) reports, you'll need to modify a report into the designer list - Historical>Agent>Summary(Daily) is probably the best one to start with. Edit the report and change the query to include the NOANSREDIR column. Sean Murphy Call...

Harry, I wonder whether you are over-complicating this? The way I understand your last statement, your service level measurement is only on one skill. But, because of the servicing of multiple other un-measured skill calls, you are failing to meet the service levels on that primary skill...

Hi. Sorry I have been on holiday. firstname(dot)lastname(at)iag(dot)co(dot)nz will get to me at work. Sean Murphy Call Centre Analyst IAG New Zealand

http://www.tek-tips.com/viewthread.cfm?qid=1212985&page=1 Sean Murphy Call Centre Analyst IAG New Zealand

Hi Natalie, see my reply to you at avayausers.com (I check in there more than here). I thought you were wanting this by Agent Group? The way you want it should be easy enough but for the reasons I mentioned (lack of in-depth data by agent/skill/group), I don't use any CWCs to be able to test a...