Rich Mckevitt
Systems Engineer
Hi all - Happy new year...
My Contact Centre is looking at adherence and wish to better understand when agents are entering states, particularly around entering states when the should be. For example a break is scheduled for 1030, has the agent entered Make Busy Code Break at 1032. I have been through CCM web and the pre-designed reports and also Flexible Reporting and cant see anything that tells me when an agent has entered a particular state. I can see the amount of times in a shift they have gone in to a state etc but not the times.
Does anybody have any ideas or pointers?
Cheers
Rich
My Contact Centre is looking at adherence and wish to better understand when agents are entering states, particularly around entering states when the should be. For example a break is scheduled for 1030, has the agent entered Make Busy Code Break at 1032. I have been through CCM web and the pre-designed reports and also Flexible Reporting and cant see anything that tells me when an agent has entered a particular state. I can see the amount of times in a shift they have gone in to a state etc but not the times.
Does anybody have any ideas or pointers?
Cheers
Rich