Nortel Call Reporting 4.0

[jebloome]

An agent is on a ACD call and then puts that customer on hold after 2 minutes. While the ACD Call is on hold an outbound call is made on a DN key. After 2 minutes the agent goes back to the ACD Call and says it will be about 4 minutes. The Customer decides to be called back and disconnects the call. The agent goes back to the outbound call and continues the conversation for about 4 minutes.

Does anyone know of a way to track the 2 minutes the customer was placed on hold while making the outbound call?

 

[yyrkroon]

you can look at the agent performance report for that interval for that agent.

The acd call would have a hold time of x second...incoming/outgoing dn talk time of x seconds and talk time of x seconds

 

[jebloome]

But I cannot find these fields in the Data Dictionary where these fields are broken out. The data dictionary shows that the talk time is included in the hold time.

 

[pbxhandler]

The call by call report would be your best bet, if you want to see everything that happend to a call. However, with the size of the report and space needed on the harddrive, most systems are setup only for a short period of time, usually one or two weeks, so you may have to wait till the next time someone needs to see this but this report would show you what an agent did with a phone call.

 

[aasatekin]

You can find the field DNOutExtCallHoldTime in iAgentPerformanceStat, dAgentPerformanceStat, mAgentPerformanceStat and wAgentPerformanceStat statistics group. If the field is not shown in a standard report you can create new report template and put the field on it.

DNOutExtCallHoldTime
Description: CS 1000/Meridian 1 switch only. The total time that outgoing
external DN calls spent on hold (see “Internal versus external DN calls” on page
180 for a definition of external DN calls). This statistic does not include DN
calls originated as part of a Contact Center - Outbound contact.

Regards,
aasatekin
Pegging: The following table shows when DNOutExtCallsHold time begins
and ends