Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kevin S on January 17, 2012, 07:57:34 PM
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All -
I have a problem I am trying to address, and hopefully you'll be able to point me into the correct direction.
We are a Nortel Succession 3 environment, running an old, custom-built agent client. Our business unit needs to be able to track AHT for a specific relationship. However, the agent team handles calls from 30+ relationships, so I need to find a way to separate AHT for Relationship A from Relationship B.
I have no problems separating talk time, but I'm having difficulty finding something that will carry over into ACW status that I can build a filter on.
Is what I"m trying to do even possible in a Nortel environment? We're running TServer 8.0 for Succession, URS 8.1, Stat Server 8.0, but (gasp) the agent client is Active X Desktop 6.5.
Thanks in advance.