Agent Trace?

[charlise]

Hello All,
I want to thank everyone for being so helpful. I was wondering if there was a way to trace the activity of maybe 1 or 2 agents thoughout a day to see exactly what they're doing on the phone during the entire day. Can anyone offer any help?

 

[lislis]

Please try call by call reporting

 

[charlise]

Thanks lislis,
I've heard that call by call reporting gives you the activity for every agent and really slows down the system. Is there a way for me to only report on selected agents?

 

[SashaChris]

charlise,

To select just 1 or 2 Agents Performance from call by calls stats you can use i.e. Query from Excel.
There you can choose just login numbers you need and login is associated to User Name ( direct User Name selection is not possible). But I am afraid there are not data what you are search for.
There are summarized Agent status times but there is not step by step Agent activities trace ( what key when was pressed etc ). It would by great to have such a tool but I don´t know whether any exists.

SCh

 

[charlise]

Hi SashaChris,
Could you explain how I would go about querying from Excel?

 

[SashaChris]

charlise,

Look at the 3rd page, there is Reporting Flexibility question and supernns explanation how to do that, or you can use SCCS documentation/Historical Reporting/Advanced Reporting/Creating a new report in another application.

Good luck,

Sch

 

[charlise]

Thanks so much SashaChris and Supernn! I'm now working on my reports in Excel and I like it sooo much better. Thanks again!

 

[charlise]

Okay, now I can run the query to get whatever agent I want, but how do I make it a standard query I could send to managers to modify as they see fit? I've saved the query from Excel but it doesn't take you back to the step where you could make changes. It just gives you the results. . .

 

[Supernn]

In Excel you have the opportunity to "Edit Query"
If you click there, you will return to MS Query so you can update the date. If you want to do this automatically, you can use macro's.