Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Cant See "Queued Now" Calls

IPCC 6.0 Ent

im having an issue in Webview when calling a Hotline all works fine and real time statistics are displayed, except when someone calls, when all agents are busy, he is routed to the IVR, webview doesnt show it (Queued Now=0). This problem occur just in one hotlines all other hotlines are well showed in webview including people waiting in queue.

can someone help?

4 REPLIES

Re: Cant See "Queued Now" Calls

Is your IVR PG installed with Service Control-->Queue Reporting? option. Check on that

New Member

Re: Cant See "Queued Now" Calls

How can i check on that?

I mean the reporting works fine for all other skillgoups, it shows the CallsQNow. Just for the one Skillgroup it dont.

New Member

Re: Cant See "Queued Now" Calls

Could you please help??

New Member

Re: Cant See "Queued Now" Calls

Ok found the solution. If someone is interested:

If you queue to the base skill-group when sub-skill groups are configured,

queue statistics are not counted against the sub-skill groups. You must queue to the sub-skill groups to see correct queue reporting data on the agent desktop reporting applications and WebView.

198
Views
0
Helpful
4
Replies
CreatePlease to create content