Quote:
Originally Posted by A-Train
The information is being gathered from the Extn Out Calls field on the Agent Group Attendance Daily Report. This information is being compared to a manual tick sheet that the agent is keeping. Over a period of days the CentreVu report showed extension out calls at least 50% higher than the manual sheet. She made sure to track each call she made out, including calls to other extensions, times when she transferred calls or any other outbound calls.
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The manual defines that field as:The number of outbound extension calls that were placed by the agent during the periodcovered. This includes calls originated by the agent while the agent was in the following work modes:
• Auto-In or Manual-In
• ACW mode for ACD calls
• ACW mode that was not associated with a call
• AUX work mode.
So, if you feel that this is the criteria that the agent is tracking and that it's NOT matching up with the CMS stats, then I would turn on Agent Trace in the CMS and compare. The Agent trace will compile a second-by-second detailed picture that will contain every single button that the agent pushes on the phone and you will be able to see EXACTLY what's going on at the agent's station. If the numbers STILL don't match up, then I'dd give Avaya a call.
.al.