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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...

10s or 20s is the threshold that needs to be set in CMS, 80% or 90% is the target that you are aiming for. The target isn't set anywhere in the CMS system. It might need to be changed in any Workforce Management software you are using. Sean Murphy Call Centre Analyst IAG New Zealand

If other fields in your report are aggregated e.g. sum(acdcalls) then non-aggregated fields need to be used as groups (standard SQL rules). Solution - remove the aggregation from the other fields or add aggregation to this calculation ... (sum(ACDTIME)+sum(ACWTIME)+sum(HOLDTIME))/sum(ACDCALLS)...

Are you trying to list the service level in each individual VDN or trying to provide an overall service level? You cannot apply any aggregation (i.e. sum) to the integrated tables but individual results SHOULD work. I have just tested it.. What CMS version? Sean Murphy Call Centre Analyst...

Unfortunately, the dVDN table does not produce a row for every VDN, just those that have data for the day, so if no calls offered to the VDN, no row in the database. I have back-end ODBC access to my data so I can achieve this with a SELECT CASE so that I can force 0 lines for any VDN that does...

Sorry I'm late to this but the CMS agent database tables DO provide data that enable you to measure OUTBOUND internal calls - but it's a prcess of subtracton that requires a custom report. You can get AUXOUTTIME and AUXOUTOFFTIME and ACWOUTTIME and ACWOUTOFFTIME, the difference between AUXOUT...