Contact Centers, CRM Customer Engagement

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  • 1.  CMS AUX Categories

    Posted 02-19-2020 05:10 PM
    We have an manager that would like custom AUX Reason Codes in the Realtime --> Agent  --> Skill Status report. Is there a way to do it just for a skill with a custom report? We don't want to use the dictionary to change it for the entire ACD.

    Thank you, James

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    James Rawland
    Telecom Engineer
    PeaceHealth
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  • 2.  RE: CMS AUX Categories

    Posted 02-20-2020 08:13 AM
    James,

    This is not a very elegant solution, but we have used CMS custom reports to hard code the AUX labels in the report and tell the users to only use that custom report for that specific skill.  So while the CMS dictionary will have AUX1 listed as Break Time, for example, the custom report for that specific skill will say "Coaching".  The issue is that if you go down a path of many skills with custom AUX codes, you end up with lots of custom reports which can be difficult to maintain in the future.

    Hope that helps!
    Daryl

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    Daryl Johnson
    Telecommunications Manager
    UPS
    Atlanta GA
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  • 3.  RE: CMS AUX Categories

    Posted 02-20-2020 10:15 AM
    Thank you for responding Daryl, we were able to use a custom report to change the Aux codes in the header of a report but not a report that has just an Aux column and report body displays the current Aux state of an agent. Were you able to do that with a custom report?

    -James

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    James Rawland
    Telecom Engineer
    PeaceHealth
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  • 4.  RE: CMS AUX Categories

    Posted 02-20-2020 12:28 PM
    James,

    You are correct.  The real-time status display will always pull the state from the CMS Dictionary.  There is no way, to my knowledge, to modify that for real-time reports.

    Daryl

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    Daryl Johnson
    Telecommunications Manager
    UPS
    Atlanta GA
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