CMS 15 Help

[nowocke]

Hello all. Please move this thread to Technology if I should have posted there.

I have one question I need help with.

I'm using CMS Supervisor 15 and am looking to see real time agent call lengths. The purpose is so that if the call exceeds the thresholds for each given skill, I'm going to have a support person check on the call. I want this to include Talk time, hold time, etc... until the call is released.

I've noticed the report I'm using (Skill Status) resets the timer when the agent switches from the call to hold. I want the clock to continue counting how the long call is.

Does anyone know if there is a report that counts how long the total call is until it is released, regardless of if the agent switches states (from ACDIN to Hold, etc..)

Thanks for your help

Kevin