CMS report help

[troyca]

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

[shaikht]

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.

[troyca]

it eliminates several other questions I had. Would it be possible to use an extension instead of agent?

[marzahn]

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."

[johns1224]

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.

[troyca]

Thank you all for your responses. They still want to include extension data with vdn data, so back to reporting

[marzahn]

Originally Posted by troyca

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.