CMS Question 1

[mottelecom]

Good Afternoon,

Could someone clear up the difference between the I_database items and the TI_database items in the agent hagent tables? I am creating an agent group report and having some difficulties with these two types of items. I am trying to create an Agent Group Interval Report with all (9) the Aux reason codes. My agents have between 8-16 skills assigned to their login. The definition I read regarding AUXWORK codes is that TI_AUXWORK# codes only track the top skill assigned to the agent (we are forever changing the skill levels of the agents on an hourly basis), but there is no I_AUXWORK# code, so how do I track these numbers? This sounds confusing, further explanation may be necessary.

Thanks,

Casey

 

[Stu4rtc]

The TI items are items logged against the Top Skill (longest logged in skill).

In the hagent table there is TI_AUXTIME1-9 and not I_AUXTIME1-9 because the AUX codes are not directly related to skills or calls. The time has to be logged against the TI_AUXTIME as all non skill related time items are recorded against the top skill in the CMS.

If you produce a report that sums the TI_AUXTIME1-9 for each agent this will capture the aux time for each code regardless of the top skill.

use sum(hagent.TI_AUXTIME1)

Look at the design of the standard CMS report in Reports > Historical > Agent > AUX Interval. It uses the sum of the TI_AUXTIMES.

Stu4rtc