Threshold settings for UCCE - CAD 7.2.1:

Answered Question
Nov 26th, 2008

Does anyone know if there is a way to set the threshold for a certain number of minutes for an agent in “talking” state?

Thank much!

Susan

I have this problem too.
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jsivulka Wed, 12/03/2008 - 07:09

Yes you can set the threshold for a certain number of minutes for an agent in “talking” state. A Supervisor can be set up a workflow threshold via Supervisor Desktop when call is between 0 and 2 minutes.

david.macias Wed, 12/03/2008 - 16:44

There is no alarm presented to the agent if they exceed some number. The supervisor can set up a visual queue when an agent is talking more than x minutes. The agent can see their time in state on CAD though and with training they can use that to ensure that they limit their talk time.

david

susanmcpherson Fri, 12/05/2008 - 11:26

Thank you. How do I build the Supervisor Work Flow? Do I need to configure something else in ICM? (Sorry for not replying sooner, I had the flu)

susanmcpherson Fri, 12/05/2008 - 11:24

Thank you. I did see Supervisor Work Flow under Actions in Supervisor Desktop but it did nothing when selected. Do I need to configure something else in ICM? (Sorry for not replying sooner, I had the flu)

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