CMS - Extension Out Calls

A-Train · July 1st, 2008, 12:46 PM

We have another issue in our contact center where our reports of Extension Out calls seem much higher than what the call agents are reporting. They have done side by side comparisons where the agent logged each call on a tick sheet and still was much lower than what the report said. Does anyone know what types of calls are in the Extension Out field or have any ideas as to what might explain this? I realize that the numbers could be off slightly, but the difference is 75-100% higher on the CentreVu report than on the manual tracking.

ahays · July 5th, 2008, 11:05 AM

Quote:

Originally Posted by A-Train

We have another issue in our contact center where our reports of Extension Out calls seem much higher than what the call agents are reporting. They have done side by side comparisons where the agent logged each call on a tick sheet and still was much lower than what the report said. Does anyone know what types of calls are in the Extension Out field or have any ideas as to what might explain this? I realize that the numbers could be off slightly, but the difference is 75-100% higher on the CentreVu report than on the manual tracking.

What SPECIFIC field of what SPECIFIC report are you looking at? It's important to identify the database item or calculation in order to determine what metrics are included in the number.

.al.

A-Train · July 10th, 2008, 06:41 AM

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.

ahays · July 13th, 2008, 07:34 AM

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.

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.

A-Train · July 29th, 2008, 01:28 PM

When you activate the Agent Trace, where do you go to watch the activity?

ahays · July 29th, 2008, 01:45 PM

Quote:

Originally Posted by A-Train

When you activate the Agent Trace, where do you go to watch the activity?

It's been so long since I was in a call center environment that I really don't know for sure ... but my recollection is that the Agent Trace is a Historical Report and not a real-time report.

regs,

.al.

A-Train · July 29th, 2008, 01:58 PM

You were correct. There was a Trace By Location report under Historical Agent. Thanks!

I have asked the unit manager if they would be willing to run another test, in which I will use the agent trace to compare the calls.

colt45 · August 3rd, 2008, 10:48 AM

Keep in mind the agent trace info is for a limited time. On my CM 4.0 system it only stays for 7 days then rolls off.

July 1st, 2008, 12:46 PM	#1 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	CMS - Extension Out Calls We have another issue in our contact center where our reports of Extension Out calls seem much higher than what the call agents are reporting. They have done side by side comparisons where the agent logged each call on a tick sheet and still was much lower than what the report said. Does anyone know what types of calls are in the Extension Out field or have any ideas as to what might explain this? I realize that the numbers could be off slightly, but the difference is 75-100% higher on the CentreVu report than on the manual tracking.

July 10th, 2008, 06:41 AM	#3 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	Re: CMS - Extension Out Calls 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.

July 29th, 2008, 01:28 PM	#5 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	Re: CMS - Extension Out Calls When you activate the Agent Trace, where do you go to watch the activity?

July 29th, 2008, 01:58 PM	#7 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 234	Re: CMS - Extension Out Calls You were correct. There was a Trace By Location report under Historical Agent. Thanks! I have asked the unit manager if they would be willing to run another test, in which I will use the agent trace to compare the calls.

August 3rd, 2008, 10:48 AM	#8 (permalink)
colt45 PBXtech SILVER 25+ posts Join Date: Dec 2004 Posts: 80	Re: CMS - Extension Out Calls Keep in mind the agent trace info is for a limited time. On my CM 4.0 system it only stays for 7 days then rolls off.

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