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Not ready pop-up for IPCC Express?

Hi,

I have a IPCC Express (CRS 3.5(1)) implementation together with CCM 4.0(1) cluster.

All works fine for > 1 year now, but I have one question from the business that I could not answer, and I can't seem to find the answer anywhere online.

Business asked me if it would be possible to send a pop-up alert to the agent's computer if they are not ready for a certain amount of time.

The reason for this is that within the callcenter agent;s sometimes have to leave their space and forget to put their agent desktop to work or not ready. Since they are ready in the system they can get a call routed, which put's them in reserved, then after 10 seconds the system will tray the next agent because of the no answer and will set the agent to "not ready" (this makes sense, of course, and is the system default). Upon return at their desk the only indication they have is the missed call, which should trigger the agent to check their status, but get's forgotten sometimes.

Rather then diciplinairy measurements we look to implement the above mentioned to prevent agents from forgetting to put theirself on ready.

I realize this is not possible with IPCC Express as a standard option, which is the very reason why I post this in the developer forum.

Thanks in advance,

Leo

1 REPLY
New Member

Re: Not ready pop-up for IPCC Express?

Dear Leo,

Yes, you are right. It is not possible with standard IPCCx features.

But, you can develop an application, which is able to query real-time agent status and push down this information to agents (to their desktop or to their IP phone).

The key is the AgentStateDetail table in CRS database, which contains all the required information.

I hope ti helps!

Regards,

Gabor Moczar

TC&C

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