Report listing calls per agent 1

[JettaNite]

Hello:

My report LIST BCMS VDN XXXX 07:00 21:00 gives me the calls coming in from 7:00 AM to 9:00 PM into the vector. My question is, how do I discover WHICH agent is answering the calls? There are only 3 extensions assigned, and the first one get ALL the calls, then they roll to 2 and 3 depending on queue and status of the extension (AUX-WORK).

I need to discover how many calls are being ANSWERED by the first extension, how many by the second, etc.

I tried LIST BCMS AGENT XXXX but the switch states NO DATA.

Thanks,
Tim

 

[wilroy]

Are you sending the calls to an acd skill or direct to their extension via a hunt group? Sounds like you may have the latter. If this is the case BCMS would not measure the calls ie "agent XXXX".

If you did use skill based routing, BCMS would measure ACD calls for the skill as well as the agent logins. Hope this helps out.

signed user of BCMS for 8 years wishing for budget money to upgrade.