CMS and Avaya

[cgzz]

Hi, we currently have a problem on with our agents

we use cms to workcode every sale they make but some agents cheat on this calls
like if they received a ghots call and they put the work code as sale
is there any way to block the system like if the call duration is for 15 or 30 seconds they cannot click the workcode button or they cannot use that particular code number?
i hope i make this question clear!
system is
avaya s8700
g3 v11
CMS r36e0amx

 

[teledba]

Depending on your volume, you can look at detailed call history in the call_rec table - there is a field called talk time (the length of the call in seconds) and a set of fields called CWC, CWC2, CWC3, CWC4, CWC5.. if the CWC coresponds to the the 'sale' CWC and the talk time is less than, say, 10 seconds, you may have a 'smoking gun.'

It is even better if you are using external call history.