Call waiting display on agent desktop

[j.bilodeau]

Ipcc express standard 3.1.2. Is there a way (excluding real time reporting) for an agent desktop to see how many calls are waiting in the queue and for how long? If not could it be a future enhancement? Thanks.

[venkasub · Accepted solution]

The Standard Desktop agent can view the Call Log, Agent State Log, and Automatic Call Distribution (ACD) Statistics.

On CAD, select File->View->ACD Statistics.

The Skills tab shows Calls Queued for all Skills the agent is eligible to take calls for.

Take a look at the below URL for more details,

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/getstrt.pdf

Following URL is for "Cisco Agent Desktop Quick Reference Guide - Standard"

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/agents/cadstaqr.pdf

Hope that helps.

Regards

Venkat

[j.bilodeau]

Hi Venkat,

Thank you for the info.Is there a way to have the window appear in a way that we don't have to use the scroll bar or to have this info display all the time without the file view...? Thanks

[adignan]

Unfortunately you cannot customize CAD with IPCCX very much. However, a better option is to use an xml app to display this information on the LCD of the agents phone. You can contact me at adignan@berbee.com for more details.