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New Member

Notify Supervisor for Call waiting in Queue.

Hello,

is there a way to send a notification to a Supervisor/Agent if a call has been waiting for 10 seconds on a queue? the customer has UCCX 9.0.

Thanks          

1 ACCEPTED SOLUTION

Accepted Solutions
Super Bronze

Notify Supervisor for Call waiting in Queue.

Hi Marco

In the Supervisor app since v7 you can use 'Supervisor Workflows' - these can play a sound, colour the queues, or pop up a dialog when there are more than x calls in queue or the longest call in queue hits a threshold.

Each Supervisor configures these for themselves, so you need to show the users how to do it. Agents don't have the option, but if a responsible agent needs it you could make them a Sup.

Regards

Aaron

Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
3 REPLIES
Super Bronze

Notify Supervisor for Call waiting in Queue.

Hi Marco

In the Supervisor app since v7 you can use 'Supervisor Workflows' - these can play a sound, colour the queues, or pop up a dialog when there are more than x calls in queue or the longest call in queue hits a threshold.

Each Supervisor configures these for themselves, so you need to show the users how to do it. Agents don't have the option, but if a responsible agent needs it you could make them a Sup.

Regards

Aaron

Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Notify Supervisor for Call waiting in Queue.

Aaron is correct, and that is the first line of notification. You can also program an email notification if you need to.

New Member

Notify Supervisor for Call waiting in Queue.

Thank you very much it worked.

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