I am pretty sure I can do this without having to call AVAYA and pay for this, but I need a CMS report that show by agent how many calls received that were less then 30 seconds or less, in addition they want the report to list the agents name.
We do this same thing with an exception report. Go to the exception admin section and setup like this:
Split(s)/Skill(s): NCC_XFER_SALES_CALLS x Delete
x Find one
Time x Modify
Active Limit Threshold Exception Type x Next
x Previous
n 0 0 Time available mqqqqqqqqqq
y 30 0 Time on inbound ACD call (min)
n 0 0 Time on inbound ACD call (max)
the report will look like:
Date: 1/27/09
Split/Skill: NCC_XFER_SALES_CALLS
Time Agent Name LoginID Exception
8:42AM Scoor, Michele 4123 Time on inbound ACD call (min)
11:21AM Scoor, Michele 4123 Time on inbound ACD call (min)
11:23AM Miller, Susan 4122 Time on inbound ACD call (min)
1:01PM Smith, Sean 4146 Time on inbound ACD call (min)
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