Recently we have been monitoring agents that appear to be releasing calls before the customer query has been dealt with.

I am trying to create a report that shows the number of releases per agent per day. I was wondering if any one can advise me on which field, if any in CMS is used to record Agent releases other than on the Agent trace reports.

Thanks

Scott,

Ive had a quick look and you probably need the access to the dagent table if your creating a custom report for this.

The field is most likley to be ACD_RELEASE. There is another item called DA_RELEASE which relates to direct agent calls (agent to agent i think)

This is not something ive written reports for before so dont quote me (unless of course i'm right)

Lewis

Scott

Ive just had a thought ! It may be that a trace still needs to be on an agent ID before you can run the query. Not sure if you are limited in numbers for agent trace, although i know some versions of CMS allow a few hundred on at the same time.

Lewis

Hi Lewis,


I have checked this out and I agree it is likely to be ACD_RELEASE. According to the help files, this field counmts when agents release calls, This includes Transferred calls, Unfortunately this includes transferred in and out calls, so you have a slight variance of calls when you try to reconcile the fields, I guess I'll just have to use this as a guide

We don't use DA_RELEASE in my CC's, But as I understand it DA Calls are when you have direct skilling set on agents. I haven't used it so I am not 100% sure myself.

Thanks for your help

You can of course look to use the phantom abandon setting, however this will destort your MI unless you are using ODBC and manipulating the fields.

i would suggest you look at the introduction of a good call logger - they are not the expensive now and can be worth there weight in gold.