We have the BCM 450 and run version v 2.6.407.4.61 of Nortel's RCC. We would like to know how do we find out the number of calls answered by a given agent. I know this sounds simple, but the software keeps giving us detailed information about "transactions" answered etc. We have 3 call queues established, most agents are only logged in to 1 queue but some are logged in to multiple queues at once. We want to know how to find the # of incoming calls an agent answered. Even if the agent answered the call and transferred it, we want to know how many INBOUND calls they answered. This number is continually muddeled by calls that are counted when an agentA answers the call and then sends it to agentB, both agents are getting credit for a call. Does anyone know how to arrive at this number. For example, if we run an agent activity report, we are given answered transactions for each of the queues, and then answered transactions for each of the queues with a "tr" next to the queue name, and then for each queue with a "ot" next to the queue name. We just want a simple answer. Thanks for any help you can give.
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RCC number of calls answered?
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I checked, and we do not have the report "agent activity by skillset". We do have agent activity, and then from a second screen can choose to view only desired skill sets, but we still seem to run in to the same issue. We had the report you mentioned on our previous system before we upgraded to the bcm 450 and related rcc several months ago.
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