CCX 11.5 | ANI in calls in queue.

[Ritesh Desai]

Hi folks,

Am trying to work out to show which customers (ANI) are in queue (calls in queue). Can we prioritize the call if it is in queue?

regards,

Ritesh Desai

[Chris Deren]

You mean show the calls to agents, so that they can cherry pick which calls to answer first? If so, no that is not a feature as in general it's considered counterproductive against how ACDs work.  If you mean prioritize in queue so those calls can be answered first then you can use the "priority" step in the script to move these calls to top of the queue.

[Anthony Holloway]

It should be easy for Cisco to implement, and cool to see, calling party number in the real time reports, and/or real-time reporting tool.

Heck, the Real-time Reporting Tool already shows the session ID, and Contact ID, information you don't even need, so why not calling number?

Since we're talking enhancements, it would be nice to see meta data, such as any external data pulled in, menu selections, time to first key press, etc.

[david.macias]

I believe @Tanner Ezell has a solution for this.

david