Hello All,

I am using CMS Supervisor R14 and have some discrepancies (in total calls offered) between daily reports I run based on VDN inputs and reports I run on the split/skills I know these VDNs to feed. Is it possible to run a report which shows all the VDNs which point to a skill set? Also could the system be set up in such a way that a call queues to one split/skill for a period of time before routing to another?

Thanks

I just talk to my CMS Admin in here and this is his anwser.

From: Wallert, Steven [CCC-OT_IT]
Sent: Wednesday, October 15, 2008 8:52 AM
To: Otero, Juan C [GCG-NAOT]
Subject: RE: ???


It sounds like she needs a Designer or Custom report created. The answer to her second question is ‘sure’.

Im pretty sure you cannot run a report in CMS to show all the VDNs that route to a skill. That needs to be done at the ASA terminal. You can use the Maintenance menu to see what skill an individual VDN routes to (if you have permissions) this will show you the first 3 skills in preference order.

As for VDNs routing to more than one skill, yes they can.

Out of curiosity which of the reports has higher calls offered ? If it is the VDN level reports, it could be the VDN is routing to another skill. If its skill, you may be missing a number ?

While I don't have switch access at the moment I believe if you do a list skill command it shows you each skill and a bit of information about it, including what vdn feeds it.

Don't know of anyway to do this in custom reports...I've tried.