Can call center monitor call times by extension?

[highgravity]

Customer is running a MICS 7.1, currently with a flash.
They have 6 extensions that answer inbound calls, and they want to monitor call times by extensions to determine how quickly each employee is closing a sale.
1. is that possible with a CP150 with call center
2. Can that be monitored real time, or is it a report for end of day?
3. Anyone in Greater Toronto Area have experience setting this up, as none of my tech's do.
Thanks,

 

[curlycord]

I am not specialized in Call Center but I think it's like SMDR where it spits out the raw data and needs to be translated with a 3rd party software (RCC) that was created/distributed by RSI located somewhere east of us, if that rings a bell.
SE Telecom to the north has it mentioned on their site still.

The software would load on a PC (RCC server) and interact with the Callpilot.

I was very lucky in not getting those type of calls and was kind of avoiding them (without trying) based on what I read on this forum reading setup or issues, and Windows release changes or updates and so on.

I know user Nortel4ever has experience of sorts on this and may chime in on this one, in a bad way, LOL!

The AI in my brain says "take a pass".

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http://www.curlycord.com

Toronto, Canada

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