adignan Tue, 03/27/2007 - 06:56
User Badges:
  • Blue, 1500 points or more

This would have to be obtained through the CallManager debugs. Please enable detailed debugging on your callmanagers, locate the calls for this agent, see if a skinny event of the agent ending the call is present before the disconnect event.

please rate helpful posts

CT.Anderson Tue, 03/27/2007 - 07:16
User Badges:

Thanks, that's exactly what I needed. We had looked at TCD and weren't seeing any irregularities in the Call Disposition.

david.macias Tue, 03/27/2007 - 06:57
User Badges:
  • Blue, 1500 points or more

I don't think this is possible, silent monitoring is there for this particular reason (agent quality). You could spend some time looking at reports and trying to extrapolate from it some conclusions based on avg talk time.


lpezj Tue, 03/27/2007 - 07:05
User Badges:
  • Gold, 750 points or more

What IPCC version are you using, Express or Enterprise? If you are using Enterprise try to look at the Termination_Call_Detail table and try to take a look to the 'CallDisposition' Field. In the ICM help you can get an explanation of all the possible values.

Hope this helps,

Juan Luis


This Discussion