Color Alerts in CAD or Supervisor display

[DrVoIP]

Is it possible to set triggers for SLA' targets and to have the display turn yellow, Red etc as these triggers are hit?   We want to do this on both the CAD and the Supervisor display.   When calls in Q exceed a certain number, we want the displays to turn red in that Cell.    Whe talk time is exceeded, or any of the vaioius targets for service level are exceeded we would like to make use of color.  Not seeing how or where this is possible?           

[Aaron Harrison · Accepted solution]

Hi Peter

It's possible... sort of.

In CCX7 (I think) they introduced Supervisor Work Flows. Check the CSD user guide for more info.

Basically it allows you to trigger 'things' when there are more than X calls in queue, or the calls have been there for more than X seconds.

'Things' can be - CSQ changes color (a 'tree action' if I remember correctly), sounds, popup alerts etc.

When I saw this feature I thought 'that's handy, it'll be good in the next version when there are more things you can set thresholds on'. Now we have version 9.0, and there's still nothing but queue time and queue depth to choose from! Ah well, roll on Finesse....

It's more common to have such SLA/agent availability triggers as part of a wallboard configuration.

Aaron

[DrVoIP]

I note when I poke around in CDWFA, though I am a supervisor for 10 grups, only two and default should up on Work Flow Groups.   I am gusiness that the CAD Agent User Interface is where I set up these kind of alerts?  thopug Enterprise Datqa is wher I see Caution and Warning.   Not finding any useful documentation?

[Aaron Harrison]

Hi Peter

Supervisor Work Flows are seperate to CDA and are configured from within the Supervisor drop-down menus. Details are in the Sup docs - page 54.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise8_5/user/guide/csd85cceug.pdf

The work flows in CDA are different and specific to CAD, I guess the calabrio dev guys don't have a lot of imagination :-)

Aaron

[DrVoIP]

Getting smarter by the hour!  OK, so the real trick here is to know that there are two parts to the Agent Work Flow Adminstrator.  You create a new Work Flow Group on the desktop, but you assign and Agent or Agents to the Workgroup flow by going to the SERVER side " CISCO DESKTOP ADMINISTRATOR".    I am creating action buttons, but still trying to find the best way to set off an ALERT message, Screen Color or other Action!

Peter Buswell (aka DrVoIP)
http://blog.drvoip.com

[Aaron Harrison]

Hi Peter

Once again - there are two types of work flows.

CAD Work Flows are configured the Windows-based Desktop Administrator (CDA). They are assigned to agents from the Personnel section of the web-based Desktop Administrator (available in the Navigation drop-down in AppAdmin).

Supervisor Work FLows are separate. They are configured through the Supervisor application; Supervisors do this for themselves as explained in the documentation I linked to above.

Aaron