The integration between Avaya and our scheduling software called GMT Planet... we've always had a problem with the adherence reports in GMT for the overnight crews. According to Our GMT tech it's the way Centre Vu reports on 24 hour periods as opposed to shifts. Can anyone help me find out how Avaya / Blue Pumpkin finagles adherence reporting?
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Centre Vu and adherence reporting. 1
- Thread starter d00kie
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Hi
Most WFM Apps ( Bluepumpking, TCS, Totalview etc ) receive the information from CMS via scripts and custom reports that have been written by Avaya Prof Services.
Is this how you purchased the initial integration?
If so, they should be able to support you with the issue.
Usually, 4 reports are sent from CMS to the WFM server;
1. Agent Login/Logout Detail. Sent 1 x per day.
2. Split/Skill Summary Report. Sent 1 x per day.
3. Spli/Skill Status. Sent at the end of every interval.
4. VDN Report. Sent at the end of interval.
If this is the case with your software, I would think it should be possible at the WFM server app to only read the file(s) for the hours you require.
It may also be possible to configure the app sending the reports to the WFM in the way you want, difficult to tell without knowing what's installed.
Most WFM Apps ( Bluepumpking, TCS, Totalview etc ) receive the information from CMS via scripts and custom reports that have been written by Avaya Prof Services.
Is this how you purchased the initial integration?
If so, they should be able to support you with the issue.
Usually, 4 reports are sent from CMS to the WFM server;
1. Agent Login/Logout Detail. Sent 1 x per day.
2. Split/Skill Summary Report. Sent 1 x per day.
3. Spli/Skill Status. Sent at the end of every interval.
4. VDN Report. Sent at the end of interval.
If this is the case with your software, I would think it should be possible at the WFM server app to only read the file(s) for the hours you require.
It may also be possible to configure the app sending the reports to the WFM in the way you want, difficult to tell without knowing what's installed.
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