I just implemented thresholds in Desktop Administrator. The agent sees when a call goes to caution and warning, but how does the Supervisor see this? Does the Sup have to be in the same Workflow group? What if Sup is over several groups? Where do they see it?
Within CSD, there is a separate Supervisor Work Flow mechanism. They can set similar thresholds for the CSQs there. To my knowledge, you can't pre-configure this in CDA; supervisors must configure this individually.
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