trying to find call information

[GregoryF]

Is there anyway to find out in the Avaya whether the caller or the ACD agent hung up first on a call that happened in the recent past(4/29 @ 23:53)?

 

[mikeydidit]

Not even with a call accounting package. CMS may be able to not sure.

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[GregoryF]

That's what I thought, but didn't think it would hurt to ask.
Thanks anyway

 

[SF0751]

The only way to learn this information is to view the agent trace information in CMS. If you did not have a trace already active on the agent, you're out of luck.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[inerguard]

As susan says, if there was an agent trace you will see a field called "Rls" (it stands for release). If it says Y then the agent hit the release button.

Look at this reprot and look for ACD calls with a time of 10 seconds or less and the Rls field set to Y and you will have proof that the agent is deliberatley hanging up on a caller.

I'm assuming this is what you're trying to find.


[Started on Version 3 software 15 years a go]

 

[GregoryF]

We don't have CMS just BCMS. So I guess I am out of luck, and yes we are looking prof the agent deliberately hung up on the caller.....One would think the recording of the conversation would be enough.