CMS - Agent Trace by Location Report

[klmnop]

One of our agents was on the phones less than an hour for most of the day, last Friday. Reminded by his supervisor that he needed to meet a goal, he somehow suddenly got on a 74 minute call.

Running the 'Agent Trace by Location' report shows something unusual for that call:

Aux Reason: Default
State: AUX
hold is set to 'y' (this is the unusual part)
rec is set to 'y'
calling party is blank
dialed digits is blank

It appears that somehow, without dialing out or getting a call, he was able to log the 74 minutes.

Since there's a cash bonus involved (as incentive for the agents to make their 2 hours that day), I'd like to figure out what actually happened.

Any suggestions would be appreciated. Thanks! --Karen

 

[harryhoudini66]

I am not expert but it looks to me like they opened a line,maybe called themselves, placed themselves on hold and then reconnected? Why dont you post more of the trace?

 

[wildcard100001]

If you have a CDR package, run a report on the extension.

thanks,

Wildcard

 

[klmnop]

Hi guys -- think I was able to recreate.

Agent went to another phone, then called his station number... put both calls on hold, and waited.

Thanks Harry for the suggestion; you put me on the right track.

Unfortunately, I'm stuck with the limit of 5000 Call Records, so the call is no longer accessible. One of these days I will write something to import the call records daily...