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BCM and Norstar ICS, CICS, MICS, BCM, BCM 50 BCM 200 and BCM 400, Startalk Voicemail call pilot 150

Nortel BCM Console, Switch Administration, Call Accounting, Hotel Billing, SMDR, ACD Reporting

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Old July 4th, 2008   #1 (permalink)
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Angry Call Centre Agent Times
We have been using a BCM 400 with call centre for a few months now. The problem I have is the call centre manager gauges her staff on when they log onto their phone in the morning. The problem I have is the time the system is reporting back as the agent logon time s not the same as the time the agent actually logged in. I've stood over a nubmer of agents checked to exact time they log in and it sometimes differs by 5 minutes. I did think it maybe logging the time of first call but this does not seem to be the case either.
Any help in this would be much appreciated.
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Old July 5th, 2008   #2 (permalink)
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I'm guessing you're using the newer reporting (RCC) as opposed to the old call centre reporting?

Have you checked that the clock on the BCM and the reporting host are in sync? If not, it would probably be best to configure both to use a time server to keep the clocks correct.
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