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CUIC Report - Queue Status

Dear Group

I am recently been started working with UCCE platform, for one of our client who is using CTI Desktop Client (V8.5) required to have

  • A field in the CTI screen about the number of calls currently queued or waiting in the queue
  • A CUIC report for the manager to show the status of the queue or no of calls waiting in the queue waiting to allocated to an agent

Please let me know the best way to achieve this

thanks in advance

Rajesh

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1 ACCEPTED SOLUTION

Accepted Solutions

CUIC Report - Queue Status

The agents can click on the stats button of their CTIOS desktop and will see how many calls are in queue for the skill groups they are in.  For CUIC, run a call type report and report on the call type right before the call enters the queue.  This will give you the best and most accurate information about the queue.

david

1 REPLY

CUIC Report - Queue Status

The agents can click on the stats button of their CTIOS desktop and will see how many calls are in queue for the skill groups they are in.  For CUIC, run a call type report and report on the call type right before the call enters the queue.  This will give you the best and most accurate information about the queue.

david

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