help on tracking agent productivity

[reynald]

is there anything in the symposium that will track each activity code pressed by the agents as well as the start and end time for each activity code?

we are looking at using this to monitor/track our centers utilization.

thanks!

 

[ErwinStevanus]

You can get the activity code by agent report in SCCS Standard Report. However, the report does not have start time and end time for each activity code. It only shows the activity time, avg activity time, and activity occurences.

 

[Jay2003]

Do you have callbycall turned up on the scripts in question, If so you can write code to manipulate the data and return just about anything you want, Dependant on the scripting in the first place.

Jay