Agent report needed 3

[dvdlots]

I'm using CMS Supervisor 11 and wondering if there is a report that shows how long an agent has been on internal calls on a daily basis? Or does this need to be a customized report?

I can get how long the useer has been on external calls from the Historical\Agant\In/Outbound Interval report so ideally it would be exactly the same as this just for Internal only.

 

[SF0751]

I don't think that you're going to find this information out through CMS. CMS will give you Extension In and Extension Out call information, but it doesn't tell you if the calls are internal-to-internal or not. We use our CDR system for this information.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[dvdlots]

thanx Susan, but as I am a complete n00b to telefony, (cheap company wont send me on training), I have to ask what CDR is?

 

[dvdlots]

scrap last post, it's an add-on we don''t have. looks like we need to spend some money.

 

[SF0751]

CDR = Call Detail Reporting. Sometimes also called "Call Accounting Systems". We use eCAS from Veramark, but there are others out there. I don't use mine a lot, but when I need it, it's always for information that I couldn't possibly obtain anywhere else. Well worth the investment.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[dvdlots]

is eCAS expensive? could I request a customized report from ous CMS provider or is it completely out of the park for CMS?

 

[jfh9219]

CMS does provide this information via Agent Trace or Call Records although each approach has its own considerations.

Call Records would contain all calls involving the agents. You would need to collect and process the data. This is problematic depending on the number of calls your call center receives as the Call Record buffer wraps around if you get something like 400 calls in a 20 minute period. This can be gotten around by using ECHI ($$$$) or a kludge like scheduling tasks (scripts).

Agent Trace has a much bigger buffer but I have seen concern expressed in this forum about the performance impact on the CMS server of tracing large numbers of agents. If one feels comfortable with tracing you can then process the trace info and pull out internal calls.

I have a small call center (45 agents) and I trace everyone and also collect the call record information. I am able to produce much more detailed reports, combine ACD call info with our outbound calling effort and basically track all calls cradle to grave.

 

[dvdlots]

do i need to initialize something in CMS for the call records report? I have found the report but it is empty?

 

[jfh9219]

I assume you tried::

Reports/Historical/Other/Call Records

For Input try:

Start Date: 0
Start Time: 0
End Date : 0
End Time : 23

If you don't get any data I would think that you already have ECHI on the CMS server.

 

[dvdlots]

yeah i tried Reports/Historical/Other/Call Records and various dates/times and the one you mentioned above but the report is still blank.

So my next question is What is ECHI?
Is it something that is easily setup and accessed? I notice you have $$$$ after it so it must come at a cost? Or if it is already setup where in CMS is it?

 

[jfh9219]

I only mention ECHI cuz when we had it installed I lost the ability to view Call Records. Its an either/or situation.

To see if you have it, go to the CMS Server, log in as ROOT and enter cmssvc from the prompt. You will get a menu. Choose option 1) Display feature authorizations.

You will get a list that will have a line "external call history" and it can be either "not authorized", "authorized" or "installed". If it is anything other than "installed" then I am at a loss as to why you see no call records.

 

[dvdlots]

it's 'not authorized' unfortunately,

thanks for your help anyway jfh, very much appreciated.

 

[smurfyIAG]

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 and AUXOUTOFF is therefore AUXOUTINTERNAL and the same applies for ACWOUT.

The only problem is there is no corresponding separation for IN time per agent however depending on the setup of your location and switch, that may be OK as counting in and out may result in double counting?


Sean Murphy
Call Centre Analyst
IAG New Zealand

 

[jfh9219]

dvdlots,

You must not have a set number of call records to collect.

Go to Tools\System Setup\Data Storage Allocation

at the very bottom should be the specified number of call records, 0-5000.

 

[dvdlots]

jfh, you're a star, that is currently set to 0. before I go ahead and set this up what would you recommend I set it to? I have a call centre with about 80 agents, what would be the best and would it affect the network performance much?

 

[SF0751]

Sean, thank you for this information!

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[jfh9219]

dvdlots,

You don't have alot to choose from. I would set it at the max, 5000. Depending on how busy your agents are you can determine how often you would have to dump the data, ie avg # calls is 30/hr * 80 agts = 4800 calls/hr and if you dump the data every 1/2 hour you would be fine. Not alot of network impact.

You can also look at Agent Trace on the the same page as call records. This can be much higher than 5000 and therefore dumped much less frequently.

When you process your call records, you can look at Calling Party or Digits Dialed/Dialed Num for calls that match your dial plan as these are your internal calls. Look in the CMS Database Items manual for descriptions of everything you will have access to.