Agents want to see Call waiting in the queue

hamed1900 · ‎11-21-2013

When agents are logged in they do not see the number of calls waiting in the queue. Only supervisors can see this. Is there a way to get the agents to see this queue in the Agent Desktop software.

UCCX Version 9

Thanks,

HA

lohjintiam · ‎11-21-2013

Which agent desktop ru using? If CAD that is already available through the statistics button where you can see the calls waiting in CSQ

Thanks!

-JT-

Anthony Holloway · ‎11-21-2013

CAD has a reports feature which contains a report (the last one in the list) that shows the quantity of contacts waiting across all CSQ's the Agent services.

Alternatively, you could look at using a walboard.

Anthony Holloway

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