CMS Data feed to WFO or Verint

[nunntcom]

So by default we have setup the historical files to feed our WFO system all data for skills and agents, which works just fine. Historical skill data is configured by ACD number and looks like it just dumps any data it has. Same for the Agent ID's, any and all agents in the ACD. Customers issue is that they want to exclude some of the calls being handled by the agents via a specific skill (in this case the dialer acquire skill). Since these are acquire skills by the dialer WFO thinks they are inbound calls, which in fact that is not actually true. Really messing up the total calls handled by the agents in WFO. Not sure I can even exclude a specific skill for the data feed. I could of course just turn off external measuring of that skill in the CM, but that may cause some reporting issues in CMS itself. Just thought I would post this out there and see if anyone else has had this type of issue int he past. I am also thinking they should be able to exclude the dialer acquire calls via WFO mapping but not sure about that one.

Thanks

 

[Stinney]

They should be able to exclude the skill in the WFO. If I remember correctly CMS is going to send all information about calls on any skill, it's up to the WFO admin to choose what they want to monitor.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius