We had just migrate a customer from CCX 9.0.3 to 11.5.1. The customer was expecting to see the same information and in the same way as they had on the CAD Supervisor.
The thing we are missing was on CAD Supervisor Window. On version 9.0.3 they had:
Agent Team State:
Agent name | Agent State | CSQ | Duration |
Pedro | Talking | CreditCard | 00:01:39 |
Juan | Not Ready | Silver | 00:12:26 | 2 (Launch)
Now, I can find the same information in CUIC Live reports, but with a difference, the agent is show up for every queue. On CAD was shown only one time.
How can I do in order to have the same report?, every Agent show up only one time.
Yes, not as elegant as we want it, but the workaround works. We had to create a CSQ and a skill just for the report filter purpose. We assigned that skill to agents.
ReportFilterSkill1 - ReportFilterCSQ1 - Assign skill to agents.
Then, We copied the report, and edit it. On the filter tab, select the CSQ ReportFilterCSQ1 and save the report.