what is the status of the agent put into when he listening to voice mail? we can get the reports based agent status also i guess, and in that you way u can figure out how much time agent is spending in specific status ?
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Halesha Nagarajappa
Accenture India
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Original Message:
Sent: 02-18-2014 20:54
From: A Contributor
Subject: ACD Agents spending a lot of time in Voice Mail
Awesome!!! We are not on 4.0, but I am going to look into turning up the logs. From test calls, it doesn't appear the recordings record calls to voice mail on our system. Hopefully the logs will show the detail we need. Thanks! ;)
Originally posted by dcurrier;30196
There are several methods that could be used for monitoring agent activity (not limited to this list):
1. Monitor the agent's queue - In IC Business Manager, view the agent's queue and (if needed and have permission) listen to current activity as it shows up
2. Agent reports - Check out the agent detail reports for general information on agent activity
3. Interaction details - If there are calls you want more info on, check out the Interaction Detail viewer (assuming CIC 4.0)
4. Recordings - If you use Interaction Recorder and record all calls, you can listen to the recordings to hear what happened in the past
5. Logs - If you need extra detailed information, analyze the IP log (turned up to 80) for the interactions in question. This will show you every prompt played, keypress, etc.