Assist call count in CMS?

[fesman]

I am trying to figure out how to configure CMS to count our assist (help desk) calls at the agent level (In other words I want to see how many times each agent called assist). I see a report in CMS that has a column for 'Assists', but it reflects 0's all the time. Here is the report:

Historical->Agent->In/Outbound Call

Our assist is a VDN setup to route to a skill group established for our help desk associates. ie. VDN 1000 to Vector 1 to Skill 1.

Thanks,
Fred

 

[dufus2506]

The assist button is designed to be a speed dial to a location that a split/skill supervisor would always staff.

If an agent presses the "Assist" button on their station, it's counted by the CMS. The number they would call is defined in the hunt/skill group form.

Sounds like all you want to do is put your help desk number into all the "Supervisor extension" locations in the skill/hunt group forms, and then give all your agents an "Assist" button.

It should work.


Carpe dialem! (Seize the line!)