A supervisor has asked if there is any way to implement some sort of alert on the agent desktop. The reason why is, many of the agents are assigned projects in which some cases, they are set to "Not Ready" while working on these projects. However, they are only supposed to be working on the projects in down time, which means between calls.
Some of the agents forget to put themselves back in "Ready" and wind up screwing up their KPI because they are in "Not Ready" status for extended amounts of time.
Is there any way to create a tab which would show "Not Ready" in Red and "Ready" in Green on their Agent Desktop where it is very easy to see? Or maybe a screen pop if they're not in "Ready" mode after a certain amount of time?
I have created an application, it basically does a similar thing. It notifies the agent if something happens. That something might be a change in SL or anything that can be written using an SQL query.
It's basically a simple Java app, sitting in the system tray and whenever an action is triggered, a text message pops up as a 'bubble'.
One of my customers use it to poke the call center agents when they are on the phone with a customer for a longer period of time and in the meantime a certain number of phone calls accumulate in the queue to finish talking. Or when the SL level goes bellow 75 so that the agents go back to ready.
Send me a private message if you are interested. The only requirement is a recent Java Runtime Environment (JRE 7) installed on the agent PC and a Tomcat 7 server.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...