Avaya CMS Query That pulls only agents currently in ACW 1

[MiltonFoxley]

Hello. I am trying to find or build a query in a custom report that will allow me to display only agents currently in ACW state. Does anyone have a solution for this or any tips. Thank you all

 

[Stinney]

Use the report wizard in CMS.

Select to create a Real-Time report and choose the default layout.

Select Agent and No Pre-Selection, click Next

Select Agent Name, LoginID and ACWTIME, click Next.

Fill in table by row, click Next.

Input prompt is Agent, just click Next.

Click Next when the preview request comes up.

Name it, click Next.

Select Edit Report in Report Designer and click Finished.

In report designer mode, delete the agent name field on the report.

Select Edit | Queries... from the menu.

Select QUERY0 and click Edit.

Click the Where button and copy and paste this into the query: ACD=$acd AND AGSTATE = [Agent State:]

Click Save.

Click Close in the Query Select window.

Select Edit | Inputs from the menu.

Add Agent States, remove Agent, click OK.

Right click on the report table, select Format Table.

Select the Format Tab.

On the ACWTIME line, check the box for Select all formats, then change the format to 4:05:10, click Apply, then click OK.

Select Report | Save from the menu.

Select Report | Run

Change the Agent State field to ACW and click OK.

Your report will only show you who is in ACW Time and for how long.

Select Format | Sort and choose how to sort your data, such as selecting ACWTIME, Descending so you can see who has been in ACW the longest.

You could also do this for AUX times.









- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Stinney]

Sorry, make the ACWTIME, I_ACWTIME.

The realtime report is only going to show you how long they have been in ACW for the interval.

Probably can do the same with an integraged report to show you total time, I'll take a look.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Stinney]

So still not working as I thought it would, you need to change the time to AGTIME.

This will provide you the total amount of time since the change into ACW. So if the agent stays in ACW past the interval it will continue to increment until they change to a different state.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[MiltonFoxley]

Thank you so much for your help! You definitely have me going in the right direction. I modified your directions so I can pull a specific agent group now the only problem is that it will pull everyone in ACW unless they are on an outbound call. Any ideas?

Here is my current where statement.
ACD=$acd and LOGID in (select value from agroups where acd_no=$acd and item_name = [Agent Group:] ) AGSTATE = [Agent State:]

 

[MiltonFoxley]

Ok. Thank you again. I was able to work it out with everything I needed. Thank you again!

ACD=$acd and LOC_ID = [Location IDs:] AND LOGID IN (SELECT value FROM agroups WHERE acd_no=$acd AND item_name = [Agent Group:] ) AND OLDEST_LOGON=1 AND WORKMODE=40