I have a customer that when running her reports, they show a Not Ready state for agents, however, the agent sets do not have a Not Ready key on them? They do have a Make Set Busy key. The ACD is configured to go to MSB when a call is presented to agent but not answered. I've requested a copy of the report(s) from her. Please advise. Thank you.
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Basic ACD NRD status showing on reports, no NRD key programmed on sets?
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It appears to be a VXTracker program that collects ACD data. It may be customized by user as there is no Not Ready column, they are calling it Pre and Post Call Processing time. I just recieved a couple sample reports from April and May and out of 16 agents, it only shows data for Pre and Post Call Processing time for 2 agents each month. April shows agent "A" and agent "B". May shows the same agent "A", but a different agent"B". All others have zero, Pre and Post Call Processing time for each of those months?
I have never used this program, so cannot really make valid comments, but from what you said, it sounds like someone may be reporting the wrong information under these headings somehow.
If you post in Nortel: CS1000 (Meridian) systems you might get to people who have or are doing the same thing you are and can help you better.
If you post in Nortel: CS1000 (Meridian) systems you might get to people who have or are doing the same thing you are and can help you better.
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