Symposium Report question 1

[mt6322]

A quick Symposium question: Does the agent need to be logged in to capture calls made out or coming into their DN line?

I am wondering why my report (TPS Agent DN Performance) is not picking up an agent when agent's name is in the Selection Criteria. I do know that the agent does not log in because the agent does not currently take inbound calls.

I think the answer to the above question must be No, because if the answer is yes, then we will not capture any DN calls on the report that were made when any agent is logged out temporarily or mistakenly. This doesn't seem right.

Your help is appreciated. Thank you.

 

[yyrkroon]

You are correct in thinking NO.

The phoneset isn't logged in, the call insn't comming in via SCCS/SECC. If SCCS/SECC doesn't know about the call, its not going to report on it.

 

[mt6322]

If the phoneset must be logged in order for Symposium to collect statistics, why is it that we are capturing DN calls on the Agent DN performance report when agents are temporarily logged out. Please clarify, Thanks

 

[yyrkroon]

Run a agent login/logout report and verify that against the interval of the DN call.

 

[mt6322]

Thanks for your help.