Agents within a CSQ can see status of thier co-workers??

Unanswered Question
Aug 16th, 2009

While observing how agents utilize CAD. We asked the agents if there was anything they felt could benefit productivity. The most common response was a pay raise but another answer we got a lot of was - - It would be nice to be able to view the status of other agents within my queues and or see queues where the SLA's are red.

Does anyone have any idea's on how this could be accomplished? I was thinking there must be away to dip into the RT data or wall board and present the information on the lower half of thier CAD.

Thank you...

I have this problem too.
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Jonathan Schulenberg Mon, 08/17/2009 - 08:31

Hi Bob-

You can certainly use a wallboard to do this; or, access the real-time tables of db_cra directly and build your own UI. Since you're on premium, you could add this as a tab within the CAD browser so it's all in one window.

The way that CAD's built-in statistics function won't be changing for a few versions so this won't be a viable alternative, yet.


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