Hello

On the Avaya Predictive Dialler is there an extract that shows agent idle time & system idle time separately.

I have an issue with high idle time but need to prove if it's Agent Idle time which I think it is or system idle time.

Thanks in advance for any help

Hi Lee

Can you tell me where are you getting your information from.

Jason

Hi Jason

I'm wanting to know if there's an extract from the Telnet Mosaix using PC Analysis Extracts menu.

Thanks Lee

Lee you will need to create a pcanal extract using the system login select option 5 then option 7 Select create a new extract you will then be asked for the input file which will be the jobnumber and tran.stat (i.e. 1122tran.stat ) You will be asked to enter the output file name (name of the report) The system will then display all of the fields that can be reported on if they put a 1 in the select column in each of the fields it will re-number them

TRN_JOBNUM:N:job number
TRN_DATE:D:date of completion
TRN_TIME:T:time of completion
TRN_WAITTIME:N:time in wait #agent waiting between calls
TRN_USERFIELD:C:user defined field
TRN_TELELINE:N:line number
TRN_COMPCODE:N:call completion code
TRN_RECNUM:N:record number
TRN_PHONENUM:C:phone number called (outbound) TRN_AGENTNAME:C:agent name TRN_RECALLCNT:N:recall attempt count
TRN_TALKTIME:N:agent talk time
TRN_WORKTIME:N:agent work time
TRN_V_TO_HANG:N:voice detect to hangup time
TRN_OFF_TO_HNG:N:offhook to hangup time
TRN_P_FIELDNUM:N:phone field number called TRN_CONNECT:N:connect flag TRN_UNITID:C:unit id value TRN_UPDATETIME:N:agent update time TRN_PREVTIME:N:agent preview record time TRN_TRANSTYPE:C:call transaction type TRN_AGCOMPCODE:N:agent call completion code TRN_LOGTYPE:C:agent logon class

If you want to give me a call we can go through this in more detail.

Regards
Jason Dickson

Telemarketing Manager

CCT
+ 44 117 311 5803
www.cctonline.co.uk

CCT is an IT and telecommunications services provider with more than ten years experience of creating and maintaining sophisticated communications environments. Our aim is to enable commercial and public sector organisations to engage more effectively with their customers to increase satisfaction and profitability at a lower cost. CCT is a two-time winner of 'Call Centre Solution of the Year' – an acknowledgment of our skills and experience with Avaya and Cisco customer contact solutions.