Avaya CMS Report Extension In calls and Agent let roll to Voicemail

[Dorke]

Is there a report or field in Avaya CMS that will report how many calls and agent let roll to their coverage path.

Our agents ID are direct dial extensions. Our customers call the direct dial number to reach the agent. There is no queuing. Can we report on how many Extension In calls the agents are not answering. Either rolling to their voicemail or customer abandoning before answered?

 

[7deedtz]

As far as I know, It is not possible. You can only use CMS for ACD calls, either setup proper Call centre Environment to fully utilize cms aspects and reports. Direct Agents calls are not ACD calls.

Thank you

 

[Dorke]

If the agents were changed to have Direct Agent Skill could a report be done?

If so what fields would make up
1. Total Calls to the Agent
2. Calls the Agent Answered
3. Calls that Abandoned
4. Call that rolled to Agents Voicemail

 

[europe]

you would see flow out calls on the DAC Skill

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe