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Hi, Does anyone know if I can create and run a report on CMS for agent ids that have not been used in a specified period? I cant think of a way to find this out. Thanks, Nat

Does anyone know of a command that can be used to force an agent into manual/auto in? ie a feature access code? I have a *22 called Auto In access code but Im not sure what tis does? Can anyone shed any light for me? Thanks, Natalie

Thank you. This explains alot cause the data storage allocation for call records is set at 0!!!Will changing this have any impact to CMS? Is it something I can do within working hours? Thanks for your advice. Nat

Can anyone advise why the standard Historical/ Other/ Call Record report on CMS would not work? All the other standard reports work so data collection is obviously on. I input the start date and time and the stop date and time but nothing comes up at all. it doesnt even retriev any info for...

Hey thanks for the response. ive just figured it though. It wasnt PERIOD1 it was ACDCALLS1 so when I put in Sum(ACDCALLS1) it brings it up. PERIOD1 is just the time definition so its all cool now. Oh i love CMS reports!! mmmmmm

Hi, Ive created a Call Profile Report from scratch which looks at multi dates from the daily table and multi skills. It all works fine and Im trying to get the totals to work. Ive created a new query for the totals and wanted to put an extra box with the totals at the top. The ACD calls and ABA...

Hi, Thanks for the suggestion but they are from all over the country. The diff types of calls are products they are interested in buying/bought. Ive come up with something I think will work..Hopefully!! There are 30 agents so I am going to give them 3 work codes each. In essence 90 work codes...

Hi, They dont want three seperate skills as this will mean the customer needs to input an option..and they are dead set against this. I have advised them that this would be the only option i could give them but just thought i would check incase anyone had any other options... Thanks anyway, Nat

Hi, I have a query which im hoping some of you guys can help me out with. The situation is as follows. Callers dial an 08*** number and it delivers to a vdn which routes to skill 442. There is no IVR as the dept involved decided that for customer experience they would route the call straight...

Hi, I have a team who have requested that they use Call Work Codes for outbound calls. Ive set it all up but didnt realise that they only go into ACW when they take an ACD call. 80% of their calls are Outbounds and they are not going into ACW after they make an outbound. Does anyone know how I...

Thanks cyberjamos, Ive already put them to Auto-in with timed acw on them... I assume its when they are in non call associated ACW or aux the managers are after. I'll look into your other suggestion. With ref to the comment from jfh9219 about looking for a technological solution to a management...

From a supervisors perspective can you force an agent back into available? Does anyone know how? Thanking you!!! Natalie

Quote : I use the sta sta XXXXX -- but instead of the extension, I use the agent id as the xxxxx. It shows me the extension as the CF Extension which is ususally their extension. Joe I get it now...Sorry ive been in a dreamworld. I cant run sta sta agent login cause the agent login is what...

Yeah just tried that and it works....excellent. I knew there would be an easy way around it!!! Thanks mate...

Just thinking about it and if you do a li agent on GEDI then sort by extension you can see... suppose its the long way round. Just thought there may have been a simple command. thanks guys...

Logically yeah, but I thought there may be a command to show it..also we work remotely on different sites and from home so its not always possibly to call the station as the acd turrets dont have ddis. :0) thanks though

Is there a command that I can use to see what agent is logged onto a station? You know like you can run "li agent ****" and it shows you which station they are logged onto can you do the same but vice versa as in a situation where you know the station id but not the agent id? Anyone know of...

Can anyone give me a definition of Greatest Need on the Call handling Preference on a skill? All our skills are set to "skill level"? what difference would Greatest Need make? Ive looked in the dictionary help files etc but there doesnt seem to be any definitions. Thanks in advance, Natalie

Hi Sean, If I couldnt have it by agent group as the CWC werent related to Skill/Agent etc then just by using CWC as the input would have been fine. So the input would have been CWC and then just totaled by how many CWCs per interval (15 mins) Do you think it could be done this way?

Thanks Sean. i really apprcaite your advice. Natalie