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Old 03-08-2018, 01:57 PM
hunte99 hunte99 is offline
Join Date: Aug 2017
Location: United Kingdom
Posts: 7
hunte99 has 11 reputation points

Hi, you've probably got an answer for this but this might still be useful for other users.

The best thing I could suggest for you here is to use Exceptions. These would allow you to define values which, when triggered, generate a single row which represents that instance of AUX. You need to define the values for each AUX reason code you want to track. You normally set Exceptions against a skill so it would help you if there was a single skill (even a dummy one, not used for calls) which was shared amongst all the agents.

If this doesn't work for you, you have three options:

1. Use the Agent Trace. This may not be a solution if you have a large number of agents. Generally not a good idea to leave it on for every agent.
2. Use intervals. You could get a rough idea of the durations by making some assumptions. For example on a 15 minute interval size, if the 12:00 interval shows 10 minutes of AUX1 time and the 12:15 interval show 5 minutes of AUX1 you could make the leap to those being connected and assume the agent was in AUX between 12:05 and 12:20.
3. If you're using it, check your WFM system. It's likely already tracking this data for agent adherence purposes. There's a good chance you'll be able to get to the raw data.

Hope this helps.
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