Lacking CCS logs

[Shek]

Hello, first post here:

We are migrating our phone system to Alcatel right now, and since we are an important company, we requested some features to be included, most notably, call and status logs.

However, the meetings between Alcatel representatives and us proved unsightful, as we were told there was absolutely no way to get the "logs" from our agent status' . Since we had these logs from our previous partner (Cisco) , and given the system offers us some excel agent status by hour, there's supposedly a way to do so, we'd like to know how

In viewtopic.php?f=277&t=24751 , we can see someone talking about the status of one of his agents. How can we access that info?

TLDR: We used to have call logs and status change logs by agent (ready --> talking --> not ready --> etc.) . Now we only have call logs. Is there any way to get these status changes?

[tot3nkopf]

In CCS:
Statistics --> Excel --> Agent --> Detailed or General report (1/4 hour granularity) you should be able to see the status during 15 minutes chunks Logged out
You can see also total time logged in , etc.

It is this what you look for?

[matt]

There is an application available called CCTicket Analyzer that needs specific software locks to run. But can give you every ticket generated by every state change and call. It is a very raw output that needs to be run manually and you would need to develop a nice way to view and filter the stats, but it is possible to get a lot more information than the standard reporting

Sent from my SM-N910G using Tapatalk

[Shek]

Okay, we'll look into that Ticket analyzer. We need every single log, since we run a call center where knowing every single call or operator status given a moment is a must

Thanks!

[cavagnaro]

Locks means $$$ btw