Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM
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Ok, we all know that we can get place reports with Genesys, but what about CMS? I know that we can do it for agent, but what if I have a multiskill agent? The only way I can imagine of getting the rights stats and overall productivity is by looking at the seat and not the agent itself. Has anyone tried to do it with CMS?
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What does mean CMS (campaign manager server??)? And what does mean,right stats for multiskill agents. Will you have diferent agent stats for each skill? Or, will you separate Outbound calls?
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Vic,
Sounds like your talking about a Genesys install on an Avaya G3 where they are not using Genesys reporting to a great degree if at all. Reporting on places in theory could be done via a custom CMS report as CMS should maintian the agent name, skill and extension in a linked format in the database. It really depends upon how this is all recorded which means Avaya may be the best bet for further information, although the CMS manuals do go into some depth regarding the database.
If you can get the place report (based upon extension) then you may also be able to get a place group type of report based upon skill, although I doubt they store this info. The theory is there but wether its easy to get the info is a different question.
Graeme
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It means "Call Management System". The equal to CCPulse and Historical reporting rolled into one package. Very good system, but rather vertical in nature.
Graeme