Avaya Aura Elite MultiChannel Reporting

[TomTit]

Hey. I have a request from customer relating to EMC reporting tool, which i am not at all knowledgeable with. They are looking to run 2 particular reports.

1. They want to run a report on outbound agents to show what numbers each agent dialled. I wouldn't imagine that this is possible from EMC but i would love confirmation either way.

2. They require a report on PCMS contacts and need it to outline the below;

• Who generated the PCMS
• What date it was generated
• How long was it suspended for
• Who received the PCMS
• What date it was received
• What action was taken once received, ie suspended again
• What date was it actioned and closed
• Who actioned it and closed it

They would also need to search by;

• Agent ID
• Customer phone number

Any help or advice would be greatly appreciated.

 

[polska1979]

Hi

EMC uses CMS for reporting

Phantom calls are passed into CMS and you would report on these as you would for any other kind of call. Email is a phantom call, web chat is a phantom call etc

 

[TomTit]

Hi Polska1979,

I'm a little unsure on what you mean.

Can you elaborate?

 

[Saiyan656]

You need the EMC reporting tool application. Do you have this installed? In the reporting tool you can search all your interactions.
If your agents use "work codes" to close calls, then you would have reporting on this as well (e.g., customer answer, left voicemail, ring no answer) You might just have EMC desktop or GUI interface which has no reporting. You can also search Service levels to see if call back are being performed in the time window you announced.