CentreVu CMS-Call Work Codes

[andiesue]

We use CenterVu CMS. We have implemented call work codes to our Customer Service Dept. This is where the agent pushed the Work Code button, enters a code number (ie..1=inquiry, 2=payment info, etc...)so that we can record the types of calls we are getting. When running the reports only some of the calls are showing up. We have verified that the agents are entering every call but only a portion of them show up in the Call work Code Daily Report. Any ideas why every call with a code entered is not showing up. One agent took and entered codes on 70 calls, only 13 showed up on report????? Thanks for any help you can give me. Andrea

 

[dimas]

Hi
Wich type of link to CMS do you use, may be it down sometimes?

 

[europe]

Andrea,

When you administer Call Work Codes you should do this in TWO place on the CMS, in the DICTOINAIRY and the CALL CENTER ADMINISTRATION.

In the DICTIONARY so the CMS software places a name next to the Call Work Code it recieves (ie..1=inquiry, 2=payment info, etc...).

In the CALL CENTER ADMINISTRATION so the defined CALL WORK CODE is known by the DATABASE. If you do not administer the CALL WORK CODE in the CALL CENTER ADMINISTRATION the CMS machine and software have no way of collecting and storing the "undefined" CALL WORK CODES

As default the CMS leaves the factory with CALL WORK CODE '0' as 'Unadministered Work code'. Probarbly you should see the 57 codes your agent entered under this CALL WORK CODE.

Let me know if this helped.

Kind regards

 

[andiesue]

I HAVE ADMINISTERED IN BOTH DICTIONARY AND CALL CENTER ADMINISTRATION. THE CALLS ARE NOT EVEN SHOWING UP AS THE DEFAULT 0. THE LINK HAS NOT BEEN DOWN. ANY OTHER IDEAS???

 

[dimas]

Try to find the call wich is correctly proceeded by agent and CWCode is right entered but
not logged in CMS. After that try to find out the caller, trunk and hunt group for this call, may be it helps.

Is it possible that your agents pickup some calls not as ACD hunt members?

 

[europe]

Well, if all tha has been done, it could be that in the DATA STORAGE ALLOCATION in SYSTEM SETUP on the CMS there are less call work codes items administered then the ammount you want to use.

On the other hand DIMAS could be right about the non-acd calls entering the acd-enviroment. Also call work oces can only be entered during the call or in the ACW mode after an acd-call.

 

[andiesue]

All are ACD calls. I have one agent that is just on one split that has all of her work codes showing up on the report. Other agents are in multiple splits and these are the agents that all work codes are not showing up in report. However, it doesn't seem that the work codes are only showing up on a certain split. Andrea

 

[europe]

These might seem dumb questions, but if an Agent enters a Call Work Code that doesn't show up in the report is it reported then as a code Zero, the Unassigned Work Code?

And an other question, do all agents enter a '#' at the end of each work code?

 

[rickm001]

You could set up an Agent Trace on a couple of agents to prove whether they are actually entering the work codes or not. In Cms Select ACD administration - Activate agent trace - Enter agent login id and modify so the trace is on. Then run the agent trace report, you will only be able to view the report from the date the trace was activated. Rick

 

[andiesue]

To Europe, at this point there are no dumb questions, I am stumped and have been working with these systems for 8 years. No, they are not showing up at zero. And yes the agents are hitting #. They say they are doing everytime and have even been marking on paper for me so we could follow. To Rickm001, Thanks I will try the agent trace. I also notice it shows the codes entered in Explorer and am going to play with that today also to see if they are all there. I will let you all know if/when I figure out.