CMS Report Editing 2

[bojones09]

Hi All-

I have a strange issue going on in our Intergrated report for CMS 13.0. The guy before me created a custom report for integrated and it lists all of the queues and the agents name. I have an agent that logs in and takes calls but her name does not appear at the bottom where the other agents are listed. For example, it shows 10 people in the queue taking calls but it only shows 9 agent names. Where do you control what agents show up in the report? I have compared this agents queue settings with the other agents and they are identical. I also looked at the settings in our Avaya switch and for the agent and compared it to another agent and it is identical. Any help would be greatly appreciated.

Thanks-

Bobby

 

[Stinney]

Is it just that the agent's name isn't showing but the agent login ID number is?

If so, you need to enter the agents name in the CMS Dictionary under Login Identifications.


- Stinney

Quoting only proves you know how to cut and paste.

 

[bojones09]

No, nothing is showing. For example, it shows 10 people (the number) in the queue and when she leaves, it goes to 9. When she is logged in, it does not show her name, login ID or anything. It does not show her logged in or AUXed out. There is not even a column for her. I cannot figure it out.

 

[Stinney]

So it sounds like you have a header section that summarizes some data like number of agents staffed. Then a table below that shows you each agent's information and the information is missing there.

What do you have to enter into the input box when you start up the report? Skill? Agent Numbers/Names?

Take a look in the query for the table and check the WHERE statement, you may find that there could be something filtering out this agent. If you can copy and paste it here it might shed some light.

- Stinney

Quoting only proves you know how to cut and paste.

 

[bojones09]

SELECT Statement: LOGID, LOGID, EXTENSION, AUXREASON, WORKMODE, DIRECTION, WORKSKILL, AGTIME, ACDCALLS, LOGONSKILL, LOGONSKILL10, LOGONSKILL2, LOGONSKILL3, LOGONSKILL4, LOGONSKILL5, LOGONSKILL6, LOGONSKILL7, LOGONSKILL8, LOGONSKILL9, LOGONSKILL11, LOGONSKILL12, LOGONSKILL13, LOGONSKILL14, LOGONSKILL15 FROM cagent

Where Statement: ACD=$acd and OLDEST_LOGON > 0 and LOGID in (select value from agroups where acd_no=$acd and item_name = [Agent Group:] )


Here is a print screen of the report and what it asks for when starting it up:

http://www.4shared.com/file/155338552/4874e283/CMS_Print_Screen.html

Thanks for your help.

 

[Stinney]

Not sure why but I can't get to your link.

Have you verified that the agent is part of the defined agent group in CMS?

- Stinney

Quoting only proves you know how to cut and paste.

 

[bojones09]

Thats weird, it works fine when I click on it.

How do I verify the agent is part of the defined agent group in CMS?

 

[Stinney]

My company might be blocking access to it.

The agents that belong to an agent group are defined in Dictionary | Agent Groups

Once the Agent Groups window comes up, type in the Agent Group name, then choose Get Contents, either by selecting Actions | Get Contents, or clicking on the Get Contents Icon (folder with arrow coming out of it).

When the next window comes up, you can choose List all, either by selecting Actions | List All, or pressing Ctrl+L, or clicking on the List All Icon (looks like a bulleted document).

If her name isn't there, you need to add her login ID to the group by entering her login ID in the Get Contents window and select Actions | Add, or pressing Ctrl+A, or clicking on the Add icon (Plus Symbol)

- Stinney

Quoting only proves you know how to cut and paste.

 

[bojones09]

Bingo. I did not know how to do that. I believe that will fix my problem. I will check when she logs into the system. Thank you Stinney!

 

[Stinney]

Bojones09

A star for you for posting this question, in your answer to me with the WHERE statement (OLDEST_LOGON > 0) I was able to create a report I've been trying to design for a while. I now have a report that will show me all agents currently logged in to the entire company.

This will be very helpful when we want to shut down services, go into ESS, LSP, or when we go back into service from an outage to instantly see who is logged in, regarless of skilling or location and what state they are in.

Thanks!

- Stinney

Quoting only proves you know how to cut and paste.