Agent activity - by start / stop time?

[jcarroll01]

I've been writing reports in Crystal for ASPCT and we have added two Nortel call cetners into the mix.

For the life of me I can't find data builds similar to what I'm used to seeing in other CC DBs.

One of the things I'm looking for is a detailed agent activity record. Closes I can get is interval data.

I'm looking for Agent name, date, activity code, start time of code, stop time of code,....

I know my IEX DB is getting this info. to build it's agent activity view, but I can't find enough info. to build similar. Time fields in general seem to be pretty few and far between. Timestamp is only useable in a firstevent type of field. Thoughts?

 

[Milesprower]

Nortel generally has fewer database elements than dedicated ACD's, especially compared to the Aspect Callcenter or old Rockwell Spectrum. Nortel is a PBX first, with Symposium as a value added ACD feature package.
The Nortel agent activity report does not provide start/stop time, only total time.

IEX is watching the real time data from Symposium and building it's own database to derive the agent activity information.