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Mitel Forums => Mitel Software Applications => Topic started by: cpres on March 15, 2017, 03:53:01 PM

Title: Make Busy/DND Report
Post by: cpres on March 15, 2017, 03:53:01 PM

I was wondering if it's possible to generate a report to show the times that a particular agent went into a Make Busy or DND code? 

I ran the Agent Performance by Make Busy/DND Code and this shows me the information on a higher level, but I wanted a breakdown to show me the times someone went into that particular code. 

For example Agent A shows going into lunch 1 time for a total of 30 minutes , break 3 times for a total of 20 minutes, and a meeting 4 times for a total of 40 minutes.  I want to know the time they went into each code. 

Thank you.

Title: Re: Make Busy/DND Report
Post by: sarond on March 16, 2017, 02:55:02 AM

You could run an Agent Shift by Period report to give a bit more detail. i.e. 15min increments.

Title: Re: Make Busy/DND Report
Post by: ZuluAlpha on March 16, 2017, 09:01:24 AM

In Contact Center Client in the Auditor Controls tab you can run through an entire day (current or past) in real time. It's not really a report, and can be time consuming but if you're looking for something specific it can be pretty useful.

I should note this might be different on the latest version. I'm giving Version 6 advice.