Hi all,

i work for a major UK call centre and we currently email out the top 3 offenders for system and personal which is logged via the AUX buttons.

I want to stop my team having to keep searching through our SYMON InView solution and then keying into an email to send out.

I am looking to see if anyone knows or suggest if AVAYA CMS can run a report that shows me by row each agent and there time spent in System and Personal sorted by highest time to lowest time.

Let me know if anyone knows of a report or has created a similar report?

Mike

Hi Mike,
On the version of CMS I use there is an option once you have run the report that might help.
In the open report there should be a standard drop down menu at the top (Report, Edit, Format)
Got to Format, then select "Sort By"
This will then give you options much like Excel to sort the results by category ascending or descending etc.