CMS question

[macanri]

I have a problem with CMS

There is a line of businnes and they use CMS to monitor agents time on the phone etc.

The problem is they have conflictions

They run this report in Centre Vu Supervisor :

Reports > Agent > Historical > Attendance daily

The problem is with the " Aux time Column " on the above report.


Now, they use IP agent to answer the above call.

on the IP agent piece of software, when they have ip agent started up and they click on the CALL HISTORY Icon, the aux work on this does not match up to the AUX TIME Column on the above report for an agent that does this


So, in Essence, the AUX Work in the software in the CALL History of IP Agent does not match up with the AUX Time column in the above CMS report for an agent when they compared the aux times


Would anyone know why ???

 

[DAVIDPAYNE]

I don’t have any experience with the IP agents.
But you might try running the Agent AUX daily report and see if there are some numbers that match up. Might give you a clue as to where the discrepancy is.

 

[jfh9219]

Set up agent trace on one of your IP agents. Trace them for a set time period. Once they have completed all activities initiated during the time period stop tracing and dump the trace records. I believe there is a standard report for this.

This will give you all of the elements the comprise agent time. By comparing them you will/should be able to see what is additional/missing re: the IP Agent history.

Just a guess but I will put my money on AUX workmode with reason code 0.

It has been my experience that trying to accurately account for agent times is the way to madness. When activities cross interval boundaries, ie a call starts at 1:59pm and ends at 2:01pm, where do you store the results? Half a call in the 1PM interval and half a call in the 2PM interval? Same with the call duration? You'd be surprised.