SCCS Reporting

[ccastillo]

I've asked this question once before and obviously I'm still confused. I want to know if there is a report within SCCS 4.2 that will tell me if the agent terminated the call. I need a way other than "short calls" to determine if agents are hanging up on customers.


Thanks In Advance,

 

[Nortellian]

The conversation could be done but the agent hung up before the caller. Even if you had a report that showed an agent going on hook before customer whose to say the customer wansn't sitting there dawdling before they hung up. Monitor and record calls if you are having trouble. Unless I'm confused about what you are asking.

 

[ccastillo]

I still need to know if there is a report out there giving me that information. I want to be able to look at the agents who have high short call rates, then look to see if the short calls were terminated by the agents and THEN monitor the calls to see if it is infact customer error. I just need to know if SCCS 4.2 has that capability.

Thanks In Advance,

 

[Lenana]

If this information was available in Symposium, it would most likely be in the 'Associated Data' column of the Call By Call Statistics report. It shows "NORM" "TRANS" or "CONF" under Call Released but still can't tell who released the call.

 

[ccastillo]

Thanks Lenana. I'll keep trying to figure out a way to tell. If I have any success I'll update this thread.