RONA CMS Report? 2

[lopes1211]

Is there a CMS report to show what agent was responsible for RONA calls? I've been able to ID agents by comparing ring time vs. ACD calls, etc., but there's got to be a more direct method.

Thanks!

-CL

 

[SF0751]

There's two ways you can gather this information:

If you track RONA's as a real-time agent exception, you can run those reports. You can also modify your agent or split reports to include NOANSREDIR items.

Susan
[sub]A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort.[/sub]
[sup]Herm Albright (1876 - 1944)[/sup]

 

[hayw00d]

I'm sure the answer is no, but is this possible to report on with BCMS Vu?

Thanks,
Jason

 

[marcell55]

In CMS, you can create an "Exception" for RONA calls. Click on the Exception icon. Then select "Agent Exceptions" and then administer the exception for all agents in a skill. The actual exception is called, "Call automatically redirected from agent." Once that exception is checked and then saved, you'll be able to pull reports on it by clicking on "Exceptions" selecting the "Reports" tab, and then selecting "Agent Exceptions by Location."

 

[lopes1211]

Thanks everyone! It's setup, now I'll wait and see.

-CL

 

[ceven]

If the business wants to know historically RONA's per agent. You can modify and agent report and add the RONA table.

 

[avayaman]

If there were only a way to nail autoanswer agents who remove their headsets & walk away without going into aux work first.

Paul Beddows

Avaya Consulting, Implementation, One on One EAS & Definity Training for PBX Administrators.

Vancouver, Canada
E-mail avaya@vancouver.hm

 

[ukcomms]

Hi Paul

Agent Exceptions could be used to find who does this.
Set minimum call length to something like 10 seconds as most customers presented to a headset would hangup in this time frame.
Then you'll get both realtime notification and Historical reports.

 

[AvayaHelp]

We have the Hunt RONA to a sepearte VDN, set up this VDN as an external measured VDN in the switch. Then you can run reports in CMS on that VDN and see how many RONAs occured. On the Supervisor's Station we have a RONA Assigned button, when the RONA occurs the button will flash then the Supervisor can press the button and the station will display the Agent station extension that RONA'd. Unfortunately if another RONA occurs before the Supervisor can press the button then the previous RONA information is erased but in CMS you can see when it occured through the VDN report and then track prety closely to which Agent RONA occured for.

Avaya, Octel, AUDIX, CMS and other fun stuff.

"There is always a way, it may not be pretty but there is always a way."

P:-D

 

[Subtech]

How is the RONA button setup on the phone?

 

[AvayaHelp]

We have CMIII, IV and V, assign a button as noans-alrt and the group should be the Hunt number the RONA will occur from. I am sure the button assignment can be done with just about any Avaya phone.

Avaya, Octel, AUDIX, CMS and other fun stuff.

"There is always a way, it may not be pretty but there is always a way."

P:-D

 

[SF0751]

Just one additional thought - we have now also track (on our Real-Time Exception Report) the Number of ACD Calls Abandoned While on Hold.

If a customer hangs up while on hold, the rep's phone goes immediately back in Available (we do not use ACW). If the rep is away from their desk (for example, faxing a document to the customer) when the customer hangs up, then the rep could get an "unfair" RONA through no fault of their own.

By tracking both items, you can see if a RONA is a result of the customer abandoning the call while on hold, or if it is a result of the rep not going into AUX mode before walking away from their desk.

Susan
[sub]Why do strong arms fatigue themselves with frivolous dumbbells? To dig a vineyard is worthier exercise for men.[/sub]
[sup]Marcus Valerius Martialis[/sup]
Semper ubi sububi in caput tuum.

 

[AvayaHelp]

SF0751(Susan) - just wanted to note that I like your idea, but if you do use ACW like we do then by using VDN reporting we can run a report on the RONA VDN and see if a call flowed through telling us there was a RONA and at what time. The VDN Report for the RONA VDN can only show the call that was RONA as it is dedicated for that use. If a caller hangs up while on hold, you would see that as a Flow-Out on the VDN Report from the VDN prior to the RONA VDN. You are right though to do it your way if you do not use ACW. We have to have that so the Agent has 60 seconds to wrap up the call afterwards before being pushed into Auto-in again.

Avaya, Octel, AUDIX, CMS and other fun stuff.

"There is always a way, it may not be pretty but there is always a way."

P:-D