CMS Limitations

[belzoni]

Hi,

I'm planning to buy a S8300 & CMS and I've identify two limitations that worries me:
1) Can you track down to single call level? (sometimes we have to do it because of claims)
2) I route the calls from the ACD to an IVR and then some of them come back to the ACD to be sent to a skill of agents. They tell me I can not mesure the calls I send to the IVR from the CMS and it just have the data of the calls attended by agents. Any help to mesure that calls send to the IVR?

Thanks

 

[marcell55]

Usually the IVR ports are logged in as agents (you need the appropriate number of agent ids for this) and log in to a skill that you can name IVR, Conversant or something similar. If set up this way, you can pull reports on the IVR skill as well as the ports (as agents.)

As far as pulling reports down to the call, I believe you would need something such as a NICE server attached to the CMS.

 

[belzoni]

Hi marcell55,

Thanks for the advice but I think paying agent licences for IVR ports its too expensive for just getting a report because I'll be not taking any advantage of all the agent features in the IVR (that I think is what you pay for in the expensive licence). Any other option for solving this matter even outside CMS?

About the call level detail I've just get another advice using only CMS:
- turn on Call Records in the Data Storage Allocation in the CMS
- now you have access to the report called Historical-Other-Call Records
- becuse its limited to 5000 calls best results scheduling the report every day and exporting the data in txt adding it to an external database.
Do you think this will work?

Thanks again

 

[Coineandude]

call records are only collected if call volume is less than 400 calls in 20 minutes. to reliably collect this data, i believe you need to purchase the external call history feature.

 

[belzoni]

Thanks shaneymc, I've think about it and your recomendation is on the right way (external call history). They confirm me that we can go down to the call-level. If you know where I can find(internet) documentation about ECH please tell me.

Any other suggestion for the #1 problem: messure the calls that enter the ACD and goes directly to the IVR?