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Welcome to Cisco Support Community. We would love to have your feedback.

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Calls In Queue on Cad

Is there an easy way to display Calls In Queue inside the CAD?  Maybe even longest waiting call?   Aside from clicking around the tool bar and opening windows, is there a solution for pushing this available info out to the CAD? 

Anyway to modify the Icons in the Supervisor Agent List.  Currently it shows Ready and Not Ready, but is there a way to create customized Icons that match Not Ready States?



Calls In Queue on Cad

The Calls in Queue is displayed as a report within CAD.  Agents would have to click on the  Reports icon (or Ctrl-Q) then select Contact Service Queue Statistics.

If you want more detail, one workaround is to use a wallboard.  There are some opensource ones available (search the forums).  If you have a web-based wallboard setup, you can customize it, then display it as a tab within the CAD integrated browser.  That way your agents always see it (without clicking), and you can show any data you want.

I don't believe you can modify the Supervisor Desktop icons.

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