Dear All,
Can anybody help me on how to get an agent report by which an agent is playing around with the phoneset.Below is the scenario;
-an agent login to phonesets and start receiving an skillset call
-after few hours of answering calls,he played with the phone so that he will not be able to receive a call.what the agent is doing;
a.once he become idle;he will press the DN button and dial 9 which is a trunk access code then after dialing 9 he will press the HOLD button and on that point he will not receive any call at all.
b.upon checking on the real time display,i can see the status of the agent as BUSY but he is not on DN call.
Now,my question is,how we can trace this agent base on historical report?How we can get a report of that agent when he do this work around so that he will not receive a call?
I cannot be able to track base on DN performance because the call is not treated as DN out.
Can anybody help me on this please....
Thanks
Benny
Can anybody help me on how to get an agent report by which an agent is playing around with the phoneset.Below is the scenario;
-an agent login to phonesets and start receiving an skillset call
-after few hours of answering calls,he played with the phone so that he will not be able to receive a call.what the agent is doing;
a.once he become idle;he will press the DN button and dial 9 which is a trunk access code then after dialing 9 he will press the HOLD button and on that point he will not receive any call at all.
b.upon checking on the real time display,i can see the status of the agent as BUSY but he is not on DN call.
Now,my question is,how we can trace this agent base on historical report?How we can get a report of that agent when he do this work around so that he will not receive a call?
I cannot be able to track base on DN performance because the call is not treated as DN out.
Can anybody help me on this please....
Thanks
Benny
