How to show queue statistic at agent desktop?

[ecsorba]

Hello,

Customer wants AGENTS to be able to permanently check how many calls are waiting for an agent in the queue.

Is there any way to display the queue status at agent desktop? As I know only supervisor can see this kind of data...

[ciscogini]

If this is an ICM setup, then you can give them access to the WEBVIEW Real tiem reports.

If it is an IPCC Express set up then you can develop some custom web reports for real time status

[mlarrimore]

on the agent desktop go to file then view then ACD statistic click on skills and it will show how many agents waiting in queue and it will also show longest waiting in queue. the Agent tap also show their performance. As long as there agent desktop is on up on the screen they will be able to see the number of people waiting in queue.