How to check agents abandoning calls - real time in CMS

[WonderingRTA]

Noticed 2 abandon calls that drag down our SL and yet folks are in avail time for almost 20 minutes, wanted to know how can i pull up those agents who abandon their calls in cms, thanks for the help

 

[eason72]

I don't know how to do it by CMS.
But you can do it using TSAPI by monitoring the relevant VDNs, this is real time.
If not real time, you can using ECH records from CMS.

 

[WonderingRTA]

Thanks for the info.
TSAPI is a challenging part on our end as we still doesn't have access to it.
For ECH records, may I know what's the path for checking on this. Newbie here. TY @eason72

 

[WonderingRTA]

BTW I'm using CMS R18

 

[eason72]

For ECHI, you can reference this document first.

https://download.avaya.com/css/public/documents/101058296