Detailed Reporting on Aux Work Codes?

[runandfriendly]

We have an off line group in our call center that process back office work in addition to taking customer calls. We have set up Aux Work Codes to specifiy the type of work they do into 5 different categories. The call center manager wants to be able to report the details of an agents change in Aux Work state from Aux Work code to Aux Work code for the day. We can get historical daily amount of time spend in each Aux Work code from CMS but the manager wants the detail. Does anyone know how to do it in CMS or do we need to use CTI and 3rd party application?

 

[RTMCKEE]

Run an agent trace report. That gets pretty detailed. You need to turn on tracing for the agent to see that level of detail. Also depending on how much space you have alocated, you can only see back a few days. Its based on events not time so more event changes you have the shorter time you have to work with.

Agent trace reports only work from the time you turn the trace on, so turning trace on for an agent today will not give you the info from yesterday.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[RGarcia87]

What about the "Aux Interval" report under the "Agent" category?

 

[runandfriendly]

Both good suggestions. Thanks. HAve gone the agent trace route and that works but takes a lot of resources out of the CMS when you have 60 reps to monitor. The Aux Interval report summarizes the information as well. I'm starting to believe the only efficient way to do this is through CTI...