rcotten

What CMS reports do use to guide your call center?

Yes I know this is a loaded question... We have a callcenter 80 agents and they have been running some split/skill level reports. They don't really know why it has just "always been done this way".

So I'm just curious what reports do you run in CMS to guide your CC?

Does anyone have a web page setup to describe the reports with links to sample reports etc?? I am seeing lots of good data in CMS Supervisor.pdf from avaya but I know that the call center supervisors and up will not read it if I give it to them.

Any thoughts on this?

Thank you,

Ray

ahays

[SOAPBOXMODE=ON] I have a real problem with call center supervisory staff who are not interested in learning about the tools available to them to increase the effeciency of their agents and, therefore, the company's bottom line. Employees in this capacity who demonstrate such a lack of enthusiam regarding their very bread and butter should be shown the shortest path to the unemployment line. [SOAPBOXMODE=OFF]

Avaya University has an online/downloadable course called "Generating and Interpreting Avaya CMS Supervisor Reports." The course code is BTC416W2 and can be found at: http://www.avaya-learning.com

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

JMTStone

We have 5 million ACD calls each month into our call center. We are using split/skill, VDN, and Agent level reporting. We are also using the trunk reports for capacities (although I'm fond of the Trunk Analyzer in ASA as well). We also use Exceptions and Nice Analyzer to track specific database items and caller/agent behaviors.

We have created several "Custom" CMS reports and have even gotten to exporting these items into the network for further "massaging".

Split/Skill reporting is the foundation of call center reporting. The additional features and items can make your customer and employee experience better.