Warnings by email in CCx 8.5

[lopez-martin]

Is there any way to send a warning email to supervisor when agent reached certain amount of time during established call?, if yes, could some body give us an idea how to configure it?

Thank you

[anchoudh]

Hi,

E-mail Alert Action

The E-mail Alert action enables you to send an e-mail to specified people whenever the threshold rules are not met.

The e-mail messages have predefined subject lines, depending on what threshold rule

is met. They are:

■Skill: , Number of Calls Waiting is above upper limit

■Skill: , Number of Calls Waiting is below lower limit

■Skill: , Number of Calls Waiting is within upper and lower limits

■Skill: , Oldest Call in Queue is above upper limit

■Skill: , Oldest Call in Queue is below lower limit

■Skill: , Oldest Call in Queue is within upper and lower limits

The e-mail messages sent can consist only of the Subject line; a message in the body

of the e-mail is optional.

Reference:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf (page 73 onwards)

Hope it helps.

Anand

[lopez-martin]

Hi Anand

Thank you for your explanation, it is helpful but maybe I didn’t make right question, sorry.

I would like to know if it’s possible to get an email warning after certain amount of time during established call with an agent not in queue or waiting.

Kindly could you give us your comments?

Thank you

Martin

[Gajanan Pande]

Martin,

That can be found using real-time ( both in CSD & CRS App admin page ) or historical reports. Email alert is limited to situations mentioned by Anand.

GP.

Pls rate helpful posts !!

[anchoudh]

Hi Martin,

This facility is available in CAD , Refer the section "Call Activity" from page 62 onwards in the below link.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

The Call Activity tab enables you to set the thresholds for the selected work flow group for call duration at a particular type of device (CSQ and Agent) while a call is in the contact center.

If a call remains at a device longer than the defined Caution or Warning threshold, a

Caution or Warning icon is displayed next to the device name in the Agent Desktop call

activity pane.

Hope this helps.

Anand