Avaya CMS Reports

[rtimir]

Hello everyone!
I faced a problem with cheating at working place.
In general, when operator is in available status(ready status) on Avaya phone, he can press "Headset" button, in order to "rest" for a minute from calls.


To go on, in avaya cms supervisor, in real time report, this status is showed like simple "Hold"(green), thats why it's hard to control. Is it possible to split this statuses for real time reports(to display the direction when someone pushes that button ), or to see this information in daily reports.


I will be greatful for assistance. Thank you.

[shaikht]

Hi,

You can pull Agent Summary report for the agent to see howmuch time he was in other state.


Under this report, other time is the time the agent spent doing other work in all splits/skills. For communication servers, agents are doing other work while in Auto-In or Manual-In if they:

• Put any call on hold while not doing any other activity

• Dial to place a call or to activate a feature

• Have a personal call ringing with no other activity

I hope it helps.