CMS Outbound Call Report at Agent Level

[Analyst]

Does anyone know if CMS has the capability of producing a report which would identify the number of Extension Out calls made at the Agent Level to a particular number or VDN? Specifically, I am looking to run a report which will provide me with the number of times an agent is calling for tier 2 support internally.

Any insight would be greatly appreciated.

[mikael]

Wouldn't your call/case tracker be a better way of going about this question than your phone switch?

I'm assuming that yours is a scenario where all incoming calls are taken by the 1st Tier team, and every call is written up in a case record. The name of the agent is recorded. If a case is escalated to the 2nd tier, the audit trail should show that fact. If you wanted to know the percentages of escalated cases by individual agents, there is almost certainly a canned report in the system that can be used for that specific purpose.

If you don't use a call/case tracker system, then the task is much more difficult. While you may have a single phone queue for 2nd Tier, the odds are good that a 1st level tier agent may bypass that main approach in favor of going direct to a particular resource.

Most of the phone switch report suites I've seen will let you report on the total amount of time an agent spends on their 2nd line, perhaps even breaking it down by day or in 15-minute segments across the day -- but I've not seen any that identify the numbers dialed by that agent. The data is probably there, but I'd bet you're looking at a custom report programming job in order to get at it.

What is it that you're hoping to learn from such a report?

[MattDucharme]

Analyst,
Using CMS, if you have access to create reports, extension outbound calls is certainly a valid field to create in a report, however there are some issue when pulling from your VDN or switch, most notably, it may contain your transfer calls depending on how you enter it on a report.

If you are simply looking to track a single users calls, you can iniate a simple trace report on the user. This would provide you with all phone based actions for any particular date/time as long as the trace is active.