"Not Ready" reason tracking on M1 opt 11

[RFWatts]

Is there a way to implement not-ready codes on the Option 11? I have a request from management to track not just the amount of time in not-ready, but the reason in not-ready. We are currently using activity codes, but that is associated to calls. Basically what I am looking for is a solution similar to the Lucent/Avaya "Aux reason code". For example, there might be a code for smoke breaks, bathroom breaks, clerical work, etc. What other methods are there for tracking this kind of data?

Thanks for your replies!

 

[enrightdj]

Are you doing ACD reporting? What ACD package do you have on your system?

ACDC provides basic reports if the schedule block has been setup. You must have a SDI port setup as an ACD printer. This will provide reports stating the agent activity, how many calls handled, how long agent logged in, not ready activity etc...

 

[RFWatts]

I have SECC, and I can see how long an agent is in not-ready status, but I don't know of a way to track different reasons for being in not-ready. I'm looking for some method to assign reasons for not-ready status, and then be able to report on that...Similar to activity codes for classifying the type of call they receive. I'm not sure if I have the ACDC package. I assume that would be the reporting package in the switch correct? Even so, does that package allow more granular reporting of not-ready time?

Thanks for the reply!

 

[jolly1]

I am using SCCS and we setup activity codes in it. We have a key assigned as ACNT on the set. When the agent goes Not Ready they hit the ACNT key, input the activity code assigned in Symposium (ie "10" for break) and the ACNT key again to send it to the switch. Then we run a report from Symposium called Not Ready Reason Codes by Agent and it shows the times and codes.

 

[Steve60]

Can the Not Ready reason codes only be viewed in historical reports? Is there any way to view these in the real time displays?

 

[johnpoole]

you can do real time (almost) with basic acd reports, gives you a status of each acd group/agent with a snapshot of status, refresh rate if programable in load 23

john poole
bellsouth business
columbia,sc