CMS Trace and Dialler reporting

[dvdlots]

We have a user that is looking at the Agent Trace by Location report in CMS R14 and is looking for confirmation on the activity that is being reported, we are using a soft-dialer (Pro-Active v4.1). Below is an example of a report and we need to know which is the wait time and which is the on-call time.

So the call at 10:19:18 is a call from the dialler and this is the amount of time the user is on the call, it shows 0:05secs under the TIME tab, user has possibly just left a quick message.
The next line logged at 10:19:23 shows 3:31 under the TIME tab, is this the amount of time the user was waiting before another call was passed to him,? It could include wrap up time etc.

Are we correct in this assumption?


5 15/02/2010 10:19:18 1 1 Outbound AUX IN 25 :05 n n n n 001A13001 n n n
5 15/02/2010 10:19:23 1 1 Outbound AUX 3:31 n n n n n n n
5 15/02/2010 10:22:54 1 1 Outbound AUX IN 25 :15 n n n n 001A13001 n n n
5 15/02/2010 10:23:09 1 1 Outbound AUX 2:49 n n n n n n n
5 15/02/2010 10:25:58 1 1 Outbound AUX IN 25 :30 n n n n 001A13027 n n n
5 15/02/2010 10:26:28 1 1 Outbound AUX 2:20 n n n n n n n
5 15/02/2010 10:28:48 1 1 Outbound AUX IN 25 :16 n n n n 001A13024


Thanks in advance.

 

[Stinney]

It looks like this person is always in AUX.

How are the calls passed to them, direct agent calls, direct extension calls?

They can't be getting passed as an available agent if they are in AUX.

Looking at the report I would say that your assumption is correct. If the agent was on another inbound call it would show as AUX IN. If they were making an outbound call it would show as AUX OUT. If they are in AUX it's not showing IN or OUT, then they are not on a call.



- Stinney

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