Need Help with Agent DN Performance Report

[jimenezdc]

I need help in finding out why certain calls aren't pegging on the Agent DN Performance report?
For Example:
I dialed a working phone number, call was answered, it pegged on the report on I ran for that 15 minute interval.
Next interval, I dialed a non-working number, received a recorded message: "Your call could not be completed as dialed" and was disconnected". Ran the same report for this interval, the call did not peg.
Same thing for calls to a busy signal.
Where can I check to find out why these calls are pegging?
Thanks for any info you can share with this issue.

 

[Sympology]

Hope I read this correctly.
On agent DN performance, I believe it only reports on succesful calls in the same way you would only get billed on a succesfully connected call.

Stu..

2 decades from retirement, 2 minutes from a breakdown

 

[jimenezdc]

StuReeves,
Thank you for replying. I was hoping that wouldn't be the answer. Do you know of any report that will include every attempt an agent has made to contact a customer. Wouldn't it be great to show both the attempts and completed calls on a report. This would show actual agent productivity because it would include all the unsuccessful attempts which take up the agents time but are not successful.
Thanks for the info.
jimenezdc

 

[ErwinStevanus]

jimenezdc,

The Symposium reports is used to track the productivity of the call center ie. the incoming calls to the call center. That's why most of the standard reports provide information for the "in-calls key" statistics.

The standard reports do provide some information on the agent personal extensions. However, as you've already found out, the reports provide limited information for the agent productivity on the "dn key".

There are other reporting tools which can give you more information on the agent productivity. Some of our customer are using a call accounting system to track their agents productivity. Using this system, they can have detailed information (both incoming and outgoing) on the agents personal extension (called number, clid, duration, when the calls are made etc). The call accounting system is getting the data from the pabx cdr (raw records) and transform the data to a presentable report.

With regards to your question on the unsuccessful call made by the agents, it depends on the cdr thrown by the pabx. Mostly, the cdr is thrown upon successful call. However, if the pabx can produce the unsuccessful outgoing call cdr, then you can have the report.