Can CMS Reporting Pull Outbound Call Data (Totals) After Logout? 1

[sparker001]

We are running CMS V8.0ED03, and G3si V9. This may be a very basic question, but want to be sure I give the correct answer to the "powers that be": If an agent is not logged in, but is still making outbound calls, will the system pick up any of the calls made while the agent was logged off, and show them in reports? For example: let's say the agent makes 12 calls in the morning, and then logs off, but then makes 12 more outbound calls during the afternoon. If I pull reports on this agent, will it only show 12 calls total for the day? Or will it show 24 calls? My guess is that the system is only 'alerted' to pull the data when it sees the "login" and then stops pulling data when it sees "logout". Any help with this would be much appreciated!

 

[AvayaTier3]

trunk-group calls for trunk-groups that are measured will be in CMS reports. However, nothing for the agent after logout.

You may want to look at CDR records for the Agent's voice terminal extension. Hopefully, you have a call accounting system.


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bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

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[sparker001]

No we do not have a call accounting system unfortunately

I have started a trace report on this one agent, and will export it to Excel each day. If something is claimed to have happened at some point in the future, at least we will have a good level of detail to look back at to see exactly what happened.

Thank you for your info.

 

[SF0751]

In my call centers, the COR for the stations only allows internal and 911 calls, just for this reason. The agent must be logged into the phone in order to make external outbound calls.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”