CMS Agent Site Tracking Feature

[choym]

I ran Agent Trace By Location reports and there was no information on the Call Work Code. I looked up the documentation and it was indicated that the Agent Site Tracking feature needs to be enabled. Unfortunately I could not find any info on the document on where to verify that feature and/or how to turn it on. Can anyone help?

[shaikht]

Hi,

Call work code details come from CM. If CM is sending, CMS will report them. On CMS, we need to administer them in CALL center Administration and dictionary.

I hope it helps.

[choym]

Thanks Shaikht. I was able to get report on Agent Trace by Location. The problem is customer would like to see the CWC by locations on one report. With Agent Trace by Location, they need to run report on every single agent. They have 2 location ID's set up in the cms and would like to know the number of CWC calls per CWC/Location. Any suggestion? I tried copy the CWC report and Agent Group Report to the Designer Report but I was not able to add the Location ID to the CWC report or CWC to Agent Group Report. Help would greatly appreciated.