Call Tracking Help

[JohnTVL]

Hi All,

Just wondering if someone can give me some information on how to track the life of a specific call through the PABX.
What features need to be enabled/turned on.

eg
1)The call comes into first skill/queue
2)The call is transferred to the next skill/loop
3)An agent picks up the call & then puts the client on hold.

Then find out:

How long is the client is on hold on during the call.
How long is the client on the phone to us?
etc

We are using a Definity G3Si hooked up to a CMS server ro reporting and a BCMS server for Wallboards.

Thanks in advance,

John

 

[nfj0630]

I think the only way to get that level of reporting is an additional reporting package. We just had to purchase NICE analyzer who partners with Avaya.

 

[avayaman]

Not sure how big your call center is, but if its not too many stations, you could add measurements to the extensions. (Change Measure-Selection Principal). You can dump the reports to a system printer.(change report scheduler X) Not sure if it will give you exactly what you want, but try it with one extension & see. Im sure you have to do it against the actual extension of the set, not the agent ID.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail use form on website at

http://www.vancouver.hm/email1.html

 

[jfh9219]

If you don't want to acquire additional software ($$) and since you have a CMS server, you may want to look at extracting call record (cms:historical/other/call records) and/or agent trace info (cms:historical/agent/trace by location). You can export the data to a flat file and then use whatever tool you are comfortable with to process it. If you are familiar with scripting you can pretty much automate the process.

You will see when the call hits the switch, initial vdns/vectors, terminating vdns/vectors, queue time, hold time, etc. Agent Trace info has tons of info also.

From reading you query, I think you want to know when the call queues to add'l skills. This info is not available in the call records. Based on your knowledge of your vectors, it can be deduced however. (eg. if you queue to a backup skill after 30 seconds and the call only queued for 25 seconds, you know that the call never queued to the backup skill)

As avayaman points out, without knowing the size of your call center, this simple approach may not scale well.

 

[JohnTVL]

We have a small call centre with about 50 people in various skills using EAS call distribution.

With the Call Records report, I cannot seem to be able to get any info in the report. Is there something I need to activate to get data flowing for this report? I have tried various dates and times for the bounds of the report but keep coming up empty

Thanks for the hints guys.

 

[Definity]

John,
Check the data allocation under CMS main menu-> System setup-> data allocation & check the no. of call records i.e.
"Number of call records (0-70000): 70000"

Ensure that the field is not empty, Also run the query on the call_rec table & see if there is any record in the table. Pls also not the table get flushed with new records (apart from the call records entered in Data Storage Allocation)..
Also, I hope you are not using ECHI on the CMS. With ECHI enabled, you don't get any data in Call_rec table rather the data is transfered to flat file on the cms under directory '/cms/cmstables'.

I hope you'll get some clue on this data, We are running it using ECHI for years & its a good to have data specially in our call centre with more than 1000+ concurrent agents..