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Old 04-12-2017, 01:18 PM
troyca troyca is offline
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Unhappy CMS report help

Not a CMS guru by anymeans, I need to create a customized report that includes the following
Date, Time, ACD, VDN, ACD Call, Abandon Call, ANS time
Abandon time, acceptable, acd time, location, and extension.

I've looked through most (if not all) the standard reports but have not found a way to include VDN and Extension or location in the same report. Is this even possible?

Thank you for your help
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Old 04-12-2017, 11:31 PM
shaikht shaikht is offline
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Hi,

I think it will be difficult to include VDN level data with agent as dvdn collects data till call is at VDN level. Once it reach to queue and to agent, no more info sent to table.

I hope it helps.
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Old 04-17-2017, 11:43 AM
troyca troyca is offline
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it eliminates several other questions I had. Would it be possible to use an extension instead of agent?
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Old 04-18-2017, 11:28 AM
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marzahn marzahn is offline
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Solution Delivered Does CMS Report on Stations?

I do not believe that it does. For example an Agent taking a call from a co worker or external (ex. home) is listed in the call center as "unavailable."
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Last edited by marzahn; 05-10-2017 at 04:22 AM.
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Old 04-25-2017, 06:47 AM
johns1224 johns1224 is offline
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It would be difficult and somehow even impossible to include VDN level data with agent. Using extension rather than agent can cause quite the confusion just like how marzahn's example is.
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Old 05-11-2017, 08:18 AM
troyca troyca is offline
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Thank you all for your responses. They still want to include extension data with vdn data, so back to reporting
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Old 05-16-2017, 07:39 AM
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Exclamation Sometimes You Can't Get What You Want.

Quote:
Originally Posted by troyca View Post
Thank you all for your responses. They still want to include extension data with vdn data, so back to reporting
That's an interesting issue Troyca. If the request is needed to satisfy a potential audit or forecasting, that's a valid business reason. So the expenditure of man/woman hours is easily justified. In that case, you might want to get your Avaya business partner (BP) involved. We use a vector and CMS specialist for things like this. And if the answer is that it is not possible, you will need to document this for the auditor.

On the other hand, if you were able to come up with a satisfactory solution, I'm sure that there are some here that will benefit from your solution. Think of it as paying your knowledge forward.
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Thank you,
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Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
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