kjmaltby

Hi folks,
I have an Ops. Mgr. that wants a report showing total logoff time for agents. These are agents in particular skill. (If that makes any difference.) He'd like a report showing the total time when logged off for breaks and lunch during their shift. I don't believe it's possible to build this kind of report after looking at the DB items and custom reports manual. I am thinking you have to manually back into the logoff time and that CMS can't capture.

Am I sane on this? I suggested Aux time along with Aux codes but he stated the client stipulates logging off for breaks and lunch...for billing purposes. :contract:

I am running a G3rV9 EAS with V9 CMS.

Thanks for any help on this.

Have a good day.

Kent M.

rodrifra

Here we are using aux-work reason codes to trace those times, we haven't tried with logoff reason codes, but you can administer those too.
The report for aux is in Reports->Historical tab->Agent and there you have agent and group reports. There are othere reports for logins-logoffs, but I haven't used them.

You can administer the reason codes from the Diccionary, aux reason codes and logoff reason codes. Once you have set the names for the reason codes you need, then you will be able to get reports for those.

Hope this helps.

PBXtech.info

 

kjmaltby

Thank you for the info. I appreaciate it!