We utilize webview us our reporting / workforce tool for our in house call center. But there have been doubts pulling outbound number using webview. I stumble a report in Webview (Agtskg04). It shows External Out Tasks and Internal Out Tasks, still got confused in the definition of these two. Please help me understand on the difference with External Out Tasks and Internal Out Tasks. Most of our agents has more number on Internal Out Tasks, which I think is the outgoing calls to another agent or anthoer department or extension internally. But it's not what is happening they usually calls out to customers and not transferring to another extension.Thanks!
Second inquiry, What report in WebView that account all hours of an agent to calculation for the utilization? Aside from the Note Ready Summary Report, 'coz when I sum up all Not Ready times and Handle Time it does not add up to the total hours that the agent is login thru CTI.
Waiting for you brillian ideas,
One important point. You say that the agent phones have 2 (or is it 3) lines. Only one of these extensions is the contact center extension. WebView only knows about calls on this line.
Do you have a lab/test environment where you can make test calls for different scenarios. You make a set of scripted calls, wait until the half-hour comes around, then run the WebView report and check the numbers. Often this is the only way to really know.
So a Call Manager cluster will be what is controlling all the phones in your organisation (usually, depending on the size and geographical distribution of your offices some companies will have multiple clusters). From what you describe though, calls will be going out via the US to your US customers so anything which heads out to the external world would be considered an external out call.
What I'm referring to in regards to what could count as an internal out calls are:
- Internal calls to queues (internal to the company, can be located at any office and still be considered internal)
- Internal calls to other agents, supervisors and any other general user in the company
- Calls where you conference or transfer your IVR
- Calls to security, finance etc (basically any number still internal to the company regardless of location as long as it's on a Cisco phone)
External calls to customers I would imagine would be counting under external out. The 991 you dial in-front I suspect is basically instructing Call Manager to send the call out via the US to minimise call costs.
External Out Tasks and Internal Out Tasks should be exactly that. Calls made externally and internally by the agent. Note that by internal and external I am referring to internal and external to Call Manager. In the reporting guide it says that:
Consult, conference out and transfer out calls are counted as outgoing internal calls if they are placed to another device that is on the same CallManager cluster. The device could be any of the following: another agent line, any other extensions to the VRU and any IP phone or CTI route point.
So if you are using IP IVR, transfers, consults and conferences to the IVR are considered outgoing internal calls as well which may be where some of those numbers are coming from?
As for your 2nd query. I'd use agtskg24. Individual Not Ready reason code times are only available through the Not Ready summary reports though. There are other state times you are missing out on if you only count handle time and not ready time such as available time, reserved time and busy other time (at the agent skill group level).