We do, but I am spoiled and use Avaya Elite MultiChannel as our interface for the agent desktop. It allows us to do Preview mode outbound campaigns, which puts phantom calls into an inbound skill, tied to work items. This way the outbound work gets assigned to the agents like any other skill, so Avaya CMS can report on it.
Not sure if there is a way to assign your outbound work through a skill, so that your inbound reporting tools can be used to measure the time spent on outbound work? unfortunately it wouldn't be able to give specific call stats, but it would let the CC Management team, see how the agents are spending their time. Avaya CMS has an ODBC connection available, so that you can export the raw stats from CMS, to put beside with the data you get out of your dialer, so that a combined report can be generated. If you have someone good with Excel, I have seen it done at other Contact Centres.
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Cam McLaren
Sr Telecom technician
Fallsview Casino Resort
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Original Message:
Sent: 08-04-2022 02:30 AM
From: Carl Steijn
Subject: Custom reporting requirement
Good morning community,
We have a call center that handles both incoming calls as well as dialer campaigns. We use ACCS and Dialer. We are looking for the ability to do productivity reporting on agents that combine incoming calls, emails and dialer campaigns. This is not possible using Avaya standard reporting. We have configured a linked server connection to the Avaya databases and can access both ACCS as well as the "Mutlimedia"/Dialer database. We however require the skills to assist in building joins between the two databases in order to produce consolidated reports.
Anyone playing in this space?
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Carl Steijn
Technical Manager
AVI Limited
Johannesburg
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