AVAYA CMS Supervisor Agent Group Reports

Owner of Website Creations

Website Creations

AVAYA CMS Supervisor Agent Group Reports
I have built numerous reports in cms supervisor, but this question keeps coming up. Could some one tell me what is and when does the Other Time get calculated.




Business Support Manager

Collections Company

Other Time
Agents are recorded as in other time directly after logging in before a state has been established.

Other time is also includes when agents are on auto-in or manual-in and they put a call on hold, are dialling a number or have an internal call ringing.

Planning

Outsourcing

John.
It all depends on how you configure the system and what it is you want to capture and why. Hold time would normally be included in the Aaverage handling time as it is an unavoidable part of the call. Interesting that you class this as other time.

Owner of Website Creations

Website Creations

Unknown Time
Also on this note Unknown time seems to be causing issues.

As far as I can see, there are 4 occasions when unknown time is calculated.

1) When a agent logs in the phone system but does not select a reason, the phone then goes into other time for about 5 sec, then flicks over to aux unknown.

2) When in a available and you receive a internal direct ext in call.

3) When in available and you make a outbound call it defaults to Aux Unknown.

4) when a agent selects the aux code button but does not select a number 1-9 .

Is there anyway to report on all these separately

Business Support Manager

Collections Company

Hold Time and Unknown
Steve,

Fair point although a standard configuration of CMS would record hold while on auto-in as other time. Average handling time on cms (ACD) consists of ACDTIME + I_DA_ACDTIME, both of which do not contain hold time.

A link to a CMS manual can be found here.

http://support.avaya.com/elmodocs2/cms/R14/reports.pdf

Page 262

David,

Not sure if you can split default time down further. You could try tying back to AuxOutTime and AuxInTime, although if agents were in Aux code when they made or received calls this would through out figures.

A good place to look would be Avaya Users forum, lots of examples for CMS.

Cheers

Planning

Outsourcing

John
Unless hold is accounted for in the AHT then the AHT will be incorrect. How do you account for this when you are doing your planning?

Business Support Manager

Collections Company

Planning
Hi Steve,

You can look at hold time as a separate value. For individual agent values have a look in dagent, hagent and magent tables. For skill groups you can get this value in split tables.

So you could add avg hold time to avg acd to get avg handling time for calls.

May be a better way to do this as I have not actively had to use CMS in a while but this should point you in the right direction.

Owner of Website Creations

Website Creations

Planning
Correct me if I am wrong but would you not use the AHT you collected from the VDN reporting not agent group reporting.. Surely you only use agent group reporting for agent perfornamce and productivity.

Planning

Outsourcing

David
For agent perfomance surely you will discuss overall AHT in 121's, of which hold is an intrinsic part.

Owner of Website Creations

Website Creations

Steve
I think thats what I said...

Planning

Outsourcing

David.
Then we agree!

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