Hi there,
I am trying to find a field in CMS that tells me the total amount of calls presented to Direct Agents. I already have Calls Answered, but need the total amount of calls that rang at an agents DID but were not answered or else went to voicemail.
If the agent is not logged in, and a customer calls their DID (same as their Agent ID)will CMS log this call as a DA call? Also, if the agent is in Aux mode and they receive a call, should this register as a DA call also?
All agents setup on the ACD have the DA skill assigned to their Agent ID.
Any ideas??

The field you are looking for is DA_OTHERCALLS.

DA_OTHERCALLS

The DA_OTHERCALLS item is included in the following database tables:

● Agent tables The number of direct agent calls that are redirected to another destination before they are answered. Calls can be redirected as a result of call pickup, coverage, or Redirection on No Answer. The DA_OTHERCALLS item is available with the ASAI or EAS feature.

This is a cumulative item.

DA_OTHERTIME

The DA_OTHERTIME item is included in the following database tables:

● Agent tables

The length of time that is spent in queue or ringing by DA_OTHERCALLS before they are redirected. The DA_OTHERTIME item is available with the ASAI or EAS feature.

This is a cumulative item.

Regards

Jason

Jason, thank you for your help. DA_OTHERCALLS is exactly what i'm looking for.
Thanks again :-)