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New Member

Desktop Administrator Threshold question

UCM 5.1.2

IPCC Express 4.5

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?

3 REPLIES
VIP Super Bronze

Re: Desktop Administrator Threshold question

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.

New Member

Re: Desktop Administrator Threshold question

I do not see a "Supervisor Work Flow" anywhere in CSD. Are you sure this is available in IPCC Express Premium 4.5, CSD 6.2(1)?

VIP Super Bronze

Re: Desktop Administrator Threshold question

This may only exist in UCCX 5.x.

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