Looking to find the average minutes per CSR on a monthly basis

[Marty-Ameriben]

Good day -- current Avaya System user for a call center. I have been tasked with finding the average minutes a rep is on the phone on a monthly basis. Is this available inan existing report or do we need to create historical designer report?

 

[mikeydidit]

Unless you have CMS running with you system you will need to do weekly BCMS split or Agent reports.

list bcms agent 33301

BCMS AGENT REPORT

Switch Name: Date: 8:40 am FRI AUG 30, 2019
Agent: 33301
Agent Name: POISON CONTROL CENTER

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
TIME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

2:00- 3:00 2 3:29 0:00 54:13 0:10 0 0:00 60:00 0:00
3:00- 4:00 0 0:00 0:00 60:00 0:00 0 0:00 60:00 0:00
4:00- 5:00 1 0:12 0:00 59:39 0:09 0 0:00 60:00 0:00
5:00- 6:00 1 4:04 0:00 47:49 8:07 2 3:12 60:00 0:00
6:00- 7:00 0 0:00 0:00 59:58 0:02 0 0:00 60:00 0:00
7:00- 8:00 2 1:55 0:00 48:46 7:24 3 0:34 60:00 0:16
----------- ----- ------ ------- ------- ------- ----- ------ ------- -------
SUMMARY 32 2:01 0:00 636:51 739:11 26 1:19 1440:00 0:27


Command successfully completed

And
ist bcms summary agent 33301 day

BCMS AGENT SUMMARY REPORT

Switch Name: Date: 8:43 am FRI AUG 30, 2019
Day: 8/30- 8/30

AVG TOTAL TOTAL TOTAL AVG TOTAL TOTAL
ACD TALK AFTER AVAIL AUX/ EXTN EXTN TIME HOLD
AGENT NAME CALLS TIME CALL TIME OTHER CALLS TIME STAFFED TIME

POISON CONT 8 2:29 0:00 425:18 34:55 16 1:32 480:00 0:16
----------- ----- ------ ------- ------- ------- ----- ------ ------- -------
SUMMARY 8 2:29 0:00 425:18 34:55 16 1:32 480:00 0:16








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