Allow agents to see calls waiting in queue?

[James Gladwell]

I would like our agents to see the number of calls and how long those calls have been in the queue. I feel this would help them change their responses. For example, during a slow time when not many calls are coming in, the help desk agents would be able to provide more help than during times when there are many calls or calls have been waiting a long time, they may just collect some information and move on to clear the queue.

[Chris Deren]

What system are you using? CAD displays that under the stats option.

HTH,

Chris

[James Gladwell]

UCCX 8.5 with CAD

I am not at work right now, but you're saying that under the stats option I will be able to see the number of calls in the queue?  We have not gone live with the CSQ yet, so my only experience is seeing what it shows when the calls come to me.

[Jonathan Schulenberg]

Yes. Just be aware that it is a sum of all callers waiting across all CSQs you are skilled in. For example, if you are in three CSQs you see a single row of information, not three.

Please remember to rate helpful responses and identify helpful or correct answers.

[James Gladwell]

When I took this screenshot, I was the only one marked "Ready" and had an active call.  I called the queue again from a different phone and it did not show in my CAD window.

How do I get to the "Stats" to display?

[Chris Deren · Accepted solution]

You need to open the "Agent Real Time Displays"

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf

HTH,

Chris

[James Gladwell]

Thank you, Chris!