CMS Designer Report Help

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  • slate9
    Member
    • Aug 2015
    • 3
    #1

    CMS Designer Report Help

    Hi

    I am trying to create a report in CMS which is basically an adaptation of the agent group aux daily report. What I would like the report to show me in addition to the total time in a particular aux code.. what is the total time that and agent was in that aux code but on an in/outbound call.

    I am trying to challenge my operation to bring their aux times down and increase call handling capability so I really need to focus on what is true aux. Quite often agents will be in an aux code and then take an internal transferred call or make an outbound which distorts their aux, so I need to separate it out.

    If I can do the query sum(dagent.TI_AUXTIME0) is there a query like sum(dagent.TI_AUXOUTTIME0) ?

    Makes sense to me but it doesn't work!
    Tags: None
  • shaikht
    Genius
    .
    • Feb 2010
    • 246
    #2
    Hi,

    I think you can get some info from historical -> Agent - >Agent Attendance report .

    It have extension out time and extn in calls. You can try to use I_AUXINTIME and I_AUXOUTTIME for getting data on aux out/in calls.

    I hope it helps.

    Comment

    • slate9
      Member
      • Aug 2015
      • 3
      #3
      Hi

      Thanks for your response on my query.

      Unfortunately this will only give me the total time in aux when on an outbound or inbound call. What I need is to split this out to the individual aux codes (0-9) This is so that I can measure what is true aux and what is aux on a call.

      So for example - we have an aux code (aux 3) which is comfort break. I want to be able to challenge the aux time that people spend in that code when not on an in or outbound call.

      Thanks

      Kris

      Comment

      • shaikht
        Genius
        .
        • Feb 2010
        • 246
        #4
        Hi Kris,

        We have standard report historical -> Agent -> Agent aux which gives aux of every agent reason code till 9. if it is comfort 3for , I don't think agent will be calling rather than away on break.

        Comment

        • slate9
          Member
          • Aug 2015
          • 3
          #5
          Hi

          This doesn't give me what I need. It tells me the total time in aux for each individual code but doesn't tell me the time on an in or outbound call.

          The reality is that we have a lot of internal transfers in our business because of the nature of what we do. So agents will often be in an aux code and have a call transferred to them which distorts their aux.

          I'm getting the impression that there is no way to measure it by individual aux codes!

          Comment

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