Attendant Stats?

[keithmyers]

I need statistics on my attendant position. The only thing I have found is a list measurements report, which only shows me calls for the busy-hour. There doesn't seem to be a way to have the attendant position be measured in CMS.

I need detailed reports on the operator. (how many calls she answered, avg talk time, where the call was transfered and so on).

I am running G3R V10, CMS and CentreVu Explorer.

-Keith-

 

[sjforcum]

Setup ASA to download the Operator's stats every hour

Li meas att pos

By downloading this report hourly, you would have the data from each previous hour.

Not ideal, but it does work!

 

[keithmyers]

There has got to be a better way. This won't show me WHERE she is transfering calls either.

-Keith-

 

[keithmyers]

Not only that, the list measurements report only show the BUSY HOUR for today. Running this hourly won't work.

-Keith-

 

[sjforcum]

I'm still on lowly v6....so your mileage may vary, but when I run li meas att pos it shows the busy hour, plus the last hour.

Can't help you with CMS....

 

[keithmyers]

Yeah, just saw that. This is no where near the information that my people are looking for though. It's hard to beleive this is these are the only stats that I can get regarding the attendant position.

-Keith-

 

[HtownMack]

Has anyone found a better solution? I find myself in the same situation.

 

[keithmyers]

You can create a CMS measured split/skill and route attendant calls to it. You then assign the receptionist an agent ID and they log in like any other ACD agent. Now you can run split/skill and agent reports in the CMS.

I haven't actually implemented this yet though. There may be some issues with logging in on an attendant console that I am not aware of...

-Keith-

 

[avgindyguy]

We added a new skill, using EAS in our environment. New Agent ID assigned with auto-login. Doing it this way the attendant does not have to login or logout. It will show you stats in CMS but there are few downsides. The calls will always show up as Ext In or Out calls. Unless you have attendant vectoring enabled. Also, you can not see who called or who was called in CMS unless you have agent trace activated for this Login ID at all times, even in a regular call center setups. If you have Call Accounting it may be better solution.

 

[mikeydidit]

We use our call accounting system to monitor traffic in and out of our swtichboard. It has been very useful several times, just for this purpose.


Mikey