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Calls queued

Anybody know what is the way to see the phone number and the quantity of calls queued, in real time? The customer want the Agents or the Supervisor can see in real time if there are calls waiting to be answered, so I want to know if that is possible.

Any idea will be welcomed,

2 REPLIES
Anonymous
N/A

Re: Calls queued

In the SA session it is not availble, but you can have the supervisor log on as an agent and as a supervisor on the same desktop and use the drop down view from the agent side to see the calls in queue.

Blue

Re: Calls queued

There are a few ways to do this. You can view these stats from the Agents Desktop. Go to View, ACD Statistics and you will see the calls queued for the CSQ that the agent belongs to. You cannot however see the phone number of the call in queue. You can also give the agents access to the RealTimeReports page and they can view calls in queue from the CSQ reports. And lastly, this information is stored in two tables in SQL in the db_cra database called RtCSQsSummary and the RtICDStatistics you can write an xml app for the phone. We have written an app to display this on the phone and you can e-mai me at adignan@berbee.com for more info.

adignan - berbee

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