Trace Agent ACD Calls

[chardoney]

Hi there,
This is my first thread with Tek-Tips.

I currently have a G3R v9.5, soon to be R11. I have an Intuity 5.1, BCMSVu R.2, and CAS 2.2.

A question came up from a Supervisor. She would like to know if it is possible to trace an ACD call for a particular agent for the following:

1. All detail of an ACD call, telephone number included(we have PRI).
2. The length of the call.
3. Who ended the call: did the caller hang-up first, or did the agent release the call first.

Thank you.

 

[Phoneman2]

You should be able to most of the info about the call from your CAS system. As to who hung up first you have a 50/50 change to get it right. When you say ALL details of acd call are you looking for hold time and things, that would be on BCMSvu. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[Bartimaeus]

Chardoney,

All you're looking for and more is available on the "Agent Trace by Location Report". See Avaya Centre Vu Supervisor Reports, doc 585-210-929, pgs 4-44 thru 4-46. You've got to be Supervisor R3V8 or later and the agents you want to trace have to be set up for the trace in advance.

Bart

 

[chardoney]

That would be great if I only had Centre Vu Suppervisor, but I don't. I have BCMS vu Supervisor.

 

[PBXJay]

I hear you. Love to have centre vu but we have BCMSvuR2 and I rigged CDR to tell who terminated call first

 

[BHodgins]

be careful when you check who terminated call first ...

if the customer terminated first, that's conclusive evidence that the agent did not initiate the termination of the call ... however it could have been that some problem in the network terminated the call, not necessarily that the customer hung up first

also, if it shows the agent hung up first, that does not mean it was a malicious termination of the call (i.e. the agent obnoxiously hung up on the customer). it could mean that the call was ending and the agent just happened to have hit the release button before the customer returned the headset to the cradle.