Suggestions for Reporting Issue.

[GarethRoynon]

Hi,

I have a query which im hoping some of you guys can help me out with.
The situation is as follows.
Callers dial an 08*** number and it delivers to a vdn which routes to skill 442. There is no IVR as the dept involved decided that for customer experience they would route the call straight through. However there are 3 differnt types of calls. They all get handled by the same skill. To differentiate between these calls we added 3 call work codes. We have been able to provide the dept with total calls per work code and AHT per call work code but what they would like for productivity is AHT per agent by call type. Ive racked my brains to come up with this but have discovered that CMS will not provide this info without putting on agent trace. Agent trace isnt an option as there are 70 agents who need to be reported on on a perm basis and doing agent trace on this would fill up our data allocation too quickly

Has anyone got any suggestions? I really want to give them an alternative. Surely this can be recorded somwhere?

Thanks in advance,
Natalie

 

[nohuhu]

GarethRoynon,

better split that into three skills and report on them.

 

[GarethRoynon]

Hi,

They dont want three seperate skills as this will mean the customer needs to input an option..and they are dead set against this. I have advised them that this would be the only option i could give them but just thought i would check incase anyone had any other options...

Thanks anyway,
Nat

 

[wildcard100001]

Just a thought... but if your callers are from different geographic locations you could route to a unique skill by their ANI by using VRT tables as the qualifier for the route step...

though you don't mention if the three types of callers are at different geographic locations... or not.

Thanks,

Wildcard

 

[GarethRoynon]

Hi, Thanks for the suggestion but they are from all over the country. The diff types of calls are products they are interested in buying/bought.
Ive come up with something I think will work..Hopefully!!

There are 30 agents so I am going to give them 3 work codes each. In essence 90 work codes. It'll get them the avg handling time for the agent for the specific product and Ive told them they can run with this for 1 month to get the figures.... There are enough spares on our CMS so Im hoping it will work.

Thanks for all your help,
Nat