Agent Terminated Tasks

john.miccio · ‎11-13-2009

I am looking at the All Fields report for Agent, Agent Team, etc and would like to be able to track the number of calls terminated by the agent using the Agent Term column. I know for a fact that we do occasionally have agents hang up before the call is completed however I never see anything but zeros in the Agent Term column. Is there a setting in the registry or ICM that needs to be configured for me to see data in this column?

david.macias · ‎11-20-2009

To my knowledge as of 7.2.x this is not supported and thus not possible. Check out the DB schema for

confirmation, my assumption is that in the future Cisco will support this. The only way to achieve what you're trying to do is to use some sort of QM tool e.g. Verint, Witness, etc.

david

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