CMS Supervisor Report

[Jsaunde7]

All,

I'm looking to find a report I can possibly create in CMS Supervisor where it will give a detailed break down of times/aux reasons/state for each day verses having to do an agent trace on each agent, don't want to bog down cms server doing that. The main purpose is I want to see each time an agent selects a aux reason and the time they selected it and when the went out of that aux-state.

 

[coolwhisper]

Total time per day in each Aux Code isn't enough? Agent Aux Daily does that. It will let you run a range of dates.

 

[Jsaunde7]

@ coolwhisper

Agent Aux Daily doesn't give me what I need, I can run the total time for Aux for the day but what I'm needing is the time an actual agent went into a aux state and time that Aux state ended.

Example Below:

Aux State: Aux Start Time: Aux End Time:
Lunch 10:53:02 11:23:08
Meeting 12:11:08 12:30:15
Break 15:15:01 15:30:05

 

[Stinney]

Only way you're going to get that is agent trace or an external workforce management system.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius