My internal business customers have a requirement to report on each time a call went on hold during a given leg. Ideally they want to see the start time and duration of each individual hold action.  I know this can be found by turning on a trace but ...

In my environment we have some additional requirements for live agent monitoring that cannot be met by the stock live data reports.One of these requirements is a running total of not ready time broken down by reason code. The stock "Recent State Hist...

In our environment there is a desire to report about calls that come directly to an agent by someone dialing their extension from outside our environment (i.e., to test I call an agent extension with my personal cell phone). My understanding is that ...

Hello, At my company we are currently in a mixed Avaya / Cisco environment, moving towards a completely Cisco environment with UCCE. In Avaya we have the concept of After Call Work In time and After Call Work Out time. These are times the agent spent...