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Calls Queued Now stats for IPCC

I have an IPCC with Agent Desktop configured to show Calls Queued Now for the agent skillgroup, but currently field is not populated (shows "0" even if I have calls in queue for that skill).

Any help?

Thanks

Paola

3 REPLIES
New Member

Re: Calls Queued Now stats for IPCC

Calls Queued Now is not supported in ICM 4.5 with Cisco agent Desktop .

IF you have the source code you can change the database query to reflect

RouterCallsQNow.

New Member

Re: Calls Queued Now stats for IPCC

I have IPCC 4.6.1 with all latest HFs...you mean that with ICM a user cannot know how many calls are queued at his skillgroup??

thanks and regards

paola

New Member

Re: Calls Queued Now stats for IPCC

Hi Paolo,

If you (ICM scripting) are queuing calls to a base skill group, agents should log (or be assigned to) into base skill group and RouterCallsQNow field will show calls queued to base skill group.

Similarly, if you (ICM scripting) are (is) queuing calls to sub skill groups, agents should log (or be assigned to) into sub skill group. RouterCallsQNow field will show calls queued to sub skill group.

If it does not work, I will suggest to open a TAC case and resolve it.

BR,

Sandeep

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