CMS Report Editing

[bojones09]

Hi All-

We are currently using CMS 13.0 for our Avaya reporting tool. I am new at my position and the guy before me created a Multi Agent Multi Skill Historical Daily Report. I have been asked to change the PhantomAbondon to 25 seconds. I have went into the report and tried edit it but did not see any specific settings for Phantom Abandon. Could someone please assist? Any help is greatly appreciated.

 

[Stinney]

In CMS skills can be set to have call profiles that will allow you to exclude calls that abandon under set time periods in seconds.

In CMS Supervisor if you go to Call Center Administration | Split/Skill Call Profile Setup you can see what the skills are set for.

Each Service Level Increment is a different field in the skill report Inc 1 is ABNCALLS1, Inc 2 is ABNCALLS2, etc.

So you would set up the increments like Inc 1 - 0 to 5, Inc 2 - 6 to 10, or in your case Inc 1 might be 0 -25.

So in your report you should have a calculation that is like ABANDONCALLS - ABNCALLS1, depending on what the call profiles are setup to calculate. This will subtract any calls that abandon in queue that were in queue 25 seconds or less.

- Stinney

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