payton

Is there a CMS report to show what agent was responsible for RONA calls? I've been able to ID agents by comparing ring time vs. ACD calls, etc., but there's got to be a more direct method.

Thanks!

redG

There's two ways you can gather this information:

If you track RONA's as a real-time agent exception, you can run those reports. You can also modify your agent or split reports to include NOANSREDIR items.

In CMS, you can create an "Exception" for RONA calls. Click on the Exception icon. Then select "Agent Exceptions" and then administer the exception for all agents in a skill. The actual exception is called, "Call automatically redirected from agent." Once that exception is checked and then saved, you'll be able to pull reports on it by clicking on "Exceptions" selecting the "Reports" tab, and then selecting "Agent Exceptions by Location."

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