generate message to supervisor when queue is full

Unanswered Question
Jun 10th, 2007


I've got IPCCX Premium. Is there a way to generate a message or alarm to the supervisor when a queue is full,is at a certain point or when all agents for this queue are busy?



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mmelbourne Mon, 06/11/2007 - 06:29

I've considered using using the Get Reporting Statistic step to check for calls in queue/available agents (etc), and then sending an e-mail to a Supervisor based on pre-defined thresholds. However, I probably need a mechanism to prevent repeated e-mail alerts as new calls enter the queue, perhaps through the use of a session variable which holds a flag to determine whether a warning message has been sent to the Supervisor.

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