Hi,
I use rt-socket extensively to get "realtime" data out of Avaya CMS systems for customers. One of the reports we use is called "agent_tv" which extracts certain data items about agents (hmm, I guess that's a bit obvious). The standard Avaya report returns only data about the first split/skill an agent logs into; so one of our clients modified the report to report each agent & every skill they're logged into. This gets around the problem but is inefficient, the Avaya doesn't compress/encrypt its output, so we can end up with 100s of records every few seconds, which requires a pile of processing to turn into the single-row-per-agent combined records that we need.
My question, for anyone reasonably familiar with CMS is: Can a report be written which would output things like: Agent ID, name, current state, current skill, time in state, aux code, aux time, & then the sum/average across all skills that agent is logged into for things like contacts handled, average call time, answered, abandoned & so on? I'd want one row per agent.
At this time I just need to know if it's possible, not actually how to do it. I plan to include something when we go to renew our Avaya certification, if its possible.
Cheers!
Ade.
I use rt-socket extensively to get "realtime" data out of Avaya CMS systems for customers. One of the reports we use is called "agent_tv" which extracts certain data items about agents (hmm, I guess that's a bit obvious). The standard Avaya report returns only data about the first split/skill an agent logs into; so one of our clients modified the report to report each agent & every skill they're logged into. This gets around the problem but is inefficient, the Avaya doesn't compress/encrypt its output, so we can end up with 100s of records every few seconds, which requires a pile of processing to turn into the single-row-per-agent combined records that we need.
My question, for anyone reasonably familiar with CMS is: Can a report be written which would output things like: Agent ID, name, current state, current skill, time in state, aux code, aux time, & then the sum/average across all skills that agent is logged into for things like contacts handled, average call time, answered, abandoned & so on? I'd want one row per agent.
At this time I just need to know if it's possible, not actually how to do it. I plan to include something when we go to renew our Avaya certification, if its possible.
Cheers!
Ade.