Agent Detail Reports 2

[attkica]

Is thera CMS report can list individually all of the calls that an agent received per day, how long each call was, how long the acw was, etc....????

 

[telcomwork]

You can do agent tracing in CMS that will give you this information.

 

[attkica]

I do not see any data when I execute the Agent Trace by Location report for any agent or any date.

 

[SF0751]

You have to activate the trace on the agent(s) in question. The Agent Trace by Location report will then show you the information for those agents from that point forward.

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[telcomwork]

To Activate

Click "Commands" - "Agent Administration" - select "Activate Agent Trace" - select your agent and select the radio button on...