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View how many calls are queued for an agent

Is there any way to view the details of call which have not already been routed? We use the Queue to Agent node in our main call script with an enterprise skill group called direct_call_SG.

I cannot find anything to key off of to determine how many calls are queued for the agent because ICM has not route the call yet.

version UCCE 7.21

Does anyone know a way?

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Accepted Solutions

Re: View how many calls are queued for an agent

Any time i use a queue node i have a call type set before that, if you do, you can check the call type to see how many calls have actually been queued up.

dam

2 REPLIES

Re: View how many calls are queued for an agent

Any time i use a queue node i have a call type set before that, if you do, you can check the call type to see how many calls have actually been queued up.

dam

Community Member

Re: View how many calls are queued for an agent

Thanks for the direction. I do set a call type for each agent so I was able to use the Call_Type_Real_Time table to get what I needed.

Thanks again....

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