I have a small call center, and the agents would like to be able monitor calls in queue and how long they have been holding. From previous posts, I see a recommendation to view reports from the agent, but no data is available.
You can access this statistics from the CAD, so every agent can check those statistics to see how many calls are in queue and time that the oldest call has been in queue. You only have to select the statisitics button in CAD.
You can access these statistics from the Real Time Reporting option from the IPCC Express Administrator web page ('Tools'->'Real Time Reporting') or from the supervisor web page.
From CAD try 'CTRL+Q'. If you don't obtain the statistics window, check in the Cisco Desktop Administrator in 'Desktop Cpnfiguration' -> 'Work Flow Groups' -> 'Agents' -> 'defaults' -> 'User Interface' if the 'Reports' button has set up as visible.
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