Hi, I need to create a report which will give me the ACD Time for each call in a particular skill. Need this in order to count the number of calls whose ACD time is more than 20 mins. Is there any way I can do this ?

Thanks

need more detail - what ACD are you using? what reporting tools currently in place? etc?

Hi Dylan,

Its an Avaya ACD, i'm using CMS Supervisor version 11.0 and i also have the rights to customise reports.

Hi Dylan,

Its an Avaya ACD, i'm using CMS Supervisor version 11.0 and i also have the rights to customise reports.

YES!

Hi Ashley,

You want to look at the call_rec table, this captures all the raw call records on the switch. The success you will have with this through CenterView will be limited as there is a ceiling on how many records the table can contain. In order to produce the report you want you will have to set up a seperate Database to periodically import the data in, or purchase a third party reporting solution such as CenterVu Explorer II, NICE Analyser, or Operations Analyst.

HTH
Ben

you can get in touch with Avaya and buy an Addin called ECHI. since u r from Daksh, my best hunch is you already have it. get in touch with IT and get it enabled. this plug in will let u capture each call's details in a flat file which will get periodically imported onto a server location. then you'll have to fix a solution in place to read that data.

its a long winded way, but a great powerful tool once u end up doing it.

need more details get in touch with me at harrysingh_3feb@yahoo.com