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Old 01-08-2018, 08:19 AM
romer180 romer180 is offline
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Default Aux time reports

Hello,

I am looking to retrieve an Aux usage report that allows me to see how much time the agents spent in a particular aux, each time they use it.

For example they have two breaks of 15 minutes each, and they should place themselves in "Aux 1", I need to generate a report where I can see both Breaks individually,to check lateness, the Daily report allow me to see the entire day as 30 minutes, but I cannot see if they were late from 1 break and compensated the time with the other.

By interval does not do the trick as they may take the aux at the end of certain interval.

This report is for a large amount of people so I need something that allows a group report rather individual, we can work with daily reports.

Thanks in advance!
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Old 03-08-2018, 12:57 PM
hunte99 hunte99 is offline
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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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