Are there any CMS reports that will provide the following information? 1) Who took the last call of the day? 2) The exact time of day an agent goes into ACW. It is a case where we may have people going in to ACW towards the end of their shift to avoid taking the last call of the day. Any help or assistance would be appreciated
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Question on cms reports
- Thread starter KeithMGOA
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1) I think you would need External Call History for this.
2) If you have problem agents and know who they are, you can activate a trace on their login in CMS. It will show you when they go into ACW and if it was actually after takning a call, or if they went into ACW from Available.
- Stinney
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