Time on Customer is Put on Hold

[gdcwillo]

Does anyone know of a report in symposium release 4 where it states the time an agent puts the customer on hold. Had a lot of complaints about this recently so we need to catch the culprits.

Your help would be much appreciated.

Thanks

 

[Supernn]

Only in the CallbyCall statistics..
Run a report and import it eg in Excel or use Access to import the data and filter on the agent ID. Then use the CallID to find the complete call handling.

 

[gdcwillo]

Thanks for that Supernn.

But ireally wanted to record it for each individual agent per day/week etc. Thought it might of been in the agent performance report (just called something different).

Any other ideas?

 

[chaldhanno]

Hi,

I have created such report. But u will need to use thirparty tool like excel or crystal report for this.
One such way is:
1) install SCCS client on aPC.
2) Install excel.
3) open excel > go to data> get external data> new database query.

4) There select the DSN as ICCM_Preview_DSN.
5) give the username as sysadmin and give ur sccs password.
6) GO to the iagentperformance view and selct the column like agnet name , id, holdtime etc.

7) save the report and format tyhe data.
8) hop it helps. i can send u the report if u need.

Regards
Pankaj Arya

 

[gdcwillo]

Thanks Pankaj

But this is a bit over head!, do us a favour and send me the report and I can get someone who knows a bit more about excel have a look.

My Email is lwilliams@gdcooking.co.uk

Thanks Again

 

[fonchick]

Hello,

The hold time is not in any "canned" report in Symposium. The Agent Performance Stat views do have hold time as one of the field it captures. So you have to create a custom report in order to capture hold time. Here comes the WARNING and Gotchya that tends to get people...hold time is not only pegged for the time that an agent places their "incalls" on hold but also if they place a DN on hold as well. Hold time is also pegged during the transfer and conference between when the conference/transfer key is pressed the first time to initiate the transfer/conference and when the transfer/conference is completed by pressing it again. We have also run into some "hold time" issues where the hold time is greater than the talk time and there are no DN calls made or received. The agents were doing some funky sort of transfer where they would initiate a transfer (thus the hold time would begin pegging). When they got the party they were transferring to on the line, they would put them on hold and go back to the party that they were originally speaking with. At times they had both parties on hold. I believe this is what was causing crazy hold times.

Fonchick

 

[Scummings]

For any reporting requirements in Symposium, your best bet is to get an ODBC link to the ICCM_Preview_DSN database. This will give you direct access to all the tables. You can then link them in an Access database and save yourself hours. The Hold Time is pegged in the Agent Performance table.