Hi everyone
A couple of questions about using agent tracing.
We want to get more granular reporting on what agents are doing to monitor for cheating. We have found that looking at the call_rec data using ODBC isn't enough as it doesn't contain calls where the agent misdialled the number and hung up and dialled again, or if they pick up the handset but don't dial any digits.
Our Avaya partner technicians have advised in the past that putting a trace on every agent is "too resource intensive for the system".
However, the notion of putting a trace on an agent after we suspect bad behaviour is nonsensical to me, as we then can't go back to prove or disprove it to either remove suspicion or take disciplinary action.
We are using CMS revision 17. How can I find out the limit of agent traces we can enable on the system, and how can I find out how many are "safe" without being too resource intensive? On an old post I saw someone mention a maximum of 250 agent traces. We are an exanding call centre but currently would not have more than 150 agents logged in at once. Would it be safe to trace all staff or is the concern of our Avaya technician warranted? If we did enable all agents, how would we monitor that everything is fine?
To be honest, we've experienced a few cases so far where a "technician" says that something cannot be done and then you read forums like these and people work it out, so would like to get a second opinion.
A couple of questions about using agent tracing.
We want to get more granular reporting on what agents are doing to monitor for cheating. We have found that looking at the call_rec data using ODBC isn't enough as it doesn't contain calls where the agent misdialled the number and hung up and dialled again, or if they pick up the handset but don't dial any digits.
Our Avaya partner technicians have advised in the past that putting a trace on every agent is "too resource intensive for the system".
However, the notion of putting a trace on an agent after we suspect bad behaviour is nonsensical to me, as we then can't go back to prove or disprove it to either remove suspicion or take disciplinary action.
We are using CMS revision 17. How can I find out the limit of agent traces we can enable on the system, and how can I find out how many are "safe" without being too resource intensive? On an old post I saw someone mention a maximum of 250 agent traces. We are an exanding call centre but currently would not have more than 150 agents logged in at once. Would it be safe to trace all staff or is the concern of our Avaya technician warranted? If we did enable all agents, how would we monitor that everything is fine?
To be honest, we've experienced a few cases so far where a "technician" says that something cannot be done and then you read forums like these and people work it out, so would like to get a second opinion.