Introduction
The CMS call trace reports provides rich search criteria to produce call traces detailing a customers journey, for analyzing call handling for complaints, identifying process improvements, or routing anomalies.
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CMS Call History uses data from the ‘external Call History Interface' of the Avaya Call Management System. ECHI must be enabled. Contact your system administrator for more information. Call records are stored for 13 months in VSM Cloud. These can be found in Service Desk → Files and Folders → CMS Call History |
Uses
The CMS Call Trace report can be used to:
View a customers call experience
Analyse call handling complaints
- Identify process improvement options
- Identify routing anomalies in routing rules
- Identify caller ID for abandoned calls during queuing or on hold
- Compliance with company policy for 'agent release'
- To review if abandons, agent released calls or short calls are related to poor voice quality then use filters on data found in Service Desk → CMS Call History
Example
CMS Call Trace report example coming soon