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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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10-23-2009, 01:43 PM
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Tracking Agent Time
Hello, new to the forum and I am curious as to how other call centers collect agent time? I work in a call center where agents punch in at the clock on the wall. I am curious if any call centers capture the agent in punch at the agent workstation upon log in to the phones and/or PC? Any challenges encountered using this method?
Your feedback is much appreciated. thanks Kent 
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02-18-2010, 06:02 PM
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Tracking Agent Time
The best way to do this is with utilizing some sort of Workforce Management System. Many call centers use CMS provided by Avaya. This system will allow you to run a variety of reports and track agent time. This is the best one I know, of course there are many out there, but this is a start for you.
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03-22-2010, 04:26 AM
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