When an agent is logged in through CAD, is there a way for the agent to view queue statistics on how many callers are in queue and how long the oldest caller has been in the queue within CAD? I would also like each agent to see their own performance for the day.
If I have the agent logon using IPPA they do get queue statistics. I don't see why this isn't available by default from the CAD display. Unless I'm missing something obvious. I know the users can view statistics through Real-Time Reporting, but this requires the right version of Java and there may be some conflicts with other applications on their desktops. It just seems like this information should be available from within CAD by default.
To get the number of calls waiting, use the get reporting statistics step, specifying CSQ ICD for the report object and contacts Waiting in the field column. With that information you can use the Set Enterprise call info step as described in the layout section of chapter 2 of this doc:
To view the calls in queue and how long the oldest call is in queue, click on the reports button on the CAD (next the the chatting heads). In the drop down menu, select "Skills Statistics Report". This will show you what you are looking for.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...