CMS Reporting question

chrissa · February 9th, 2004, 09:38 AM

I have a high-availability CMS R11 and a request from a user to be able to view a real-time report that shows the entire duration of the call. Currently, whe he is viewing the report it only shows the time since the call had been put on hold (i.e. an agent could be on a 30 min call and only show they've been on the call for 5 mins since the call was out on hold). As far as I am aware, there isn't a way to do this since CMS begins a new timer for the amount of time that the call was on hold. Does anyone know if it there is a way to do what this user is asking for? Thanks for any assistance.

-Chris

February 9th, 2004, 09:38 AM	#1 (permalink)
chrissa Join Date: Jul 2003 Posts: 22	CMS Reporting question I have a high-availability CMS R11 and a request from a user to be able to view a real-time report that shows the entire duration of the call. Currently, whe he is viewing the report it only shows the time since the call had been put on hold (i.e. an agent could be on a 30 min call and only show they've been on the call for 5 mins since the call was out on hold). As far as I am aware, there isn't a way to do this since CMS begins a new timer for the amount of time that the call was on hold. Does anyone know if it there is a way to do what this user is asking for? Thanks for any assistance. -Chris

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