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Tracking agent time Messages in this topic - RSS

kolpa
kolpa
Posts: 1


10/18/2016
kolpa
kolpa
Posts: 1
Hi, our contact center is upgrading from Avaya PBX to a Cisco VOIP solution. For years we have had agents using their phones to enter aux codes representing various work states (i.e. Ready, Not Ready, After-Call Wrap-up, Break, Lunch, Processing, etc). Our technology provider is asking us to find another way to do this, as the capability will no longer be there unless we invest in significantly increased licensing. As we explore solutions, I'm interested to hear what any others are doing to track their agent time in these work states. We use Workforce Management for scheduling, and our aux code reporting helps us ensure people are doing what they should be doing, when they need to be doing it. Thanks for any help you can offer.
Andy K.
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