Avaya AACC reporting question for Multimedia agents

[Wilbur Terwilligeroc]

Hi Folks

At the moment, our company's telephony team is able to get metrics for how many multimedia calls (email interactions) come into an agent.

However, is it possible to determine which agents perform a TERMINATE on those Avaya emails, which will allow is to better know if they have closed the related matter, or flushed it back into the queue?

Thanks,

Wilbur Terwilligerock

 

[effort1584]

You may be able to filter a Contact Summary report to get this information.