07-09-2015 06:49 AM - edited 03-14-2019 02:58 PM
Hello,
Does anyone know of an easy way for an agent to visually see if a queue has an available agent before they transfer's a call to that queue from within their CAD desktop?
We are using CAD 9.0.3.
Thanks!
07-09-2015 07:04 AM
Hi
You would want to use a wallboard to present that information to the agents. This could easily be presented in the CAD built-in browser.
Aaron
07-09-2015 11:16 AM
Thanks everyone, I'll check into a few of those options.
I was thinking the embedded CUIC report, but then wasn't sure what my impact would be if I had a couple of hundred agents all monitoring a few of their specific transfer queues.
Aaron, I'll check the wallboard feed as well and see if there is some kind of web presence that I can connect to!
Barry
07-10-2015 12:48 AM
There are free wallboard solutions available that can be easily customised for this type of use.
Personally I wasn't happy to deploy them as they connect direct to the UCCX DB; meaning a lot of potential load from lots of agents as well as WBs. I modified them to cache stats in memory along with other improvements..
Aaron
07-09-2015 11:08 AM
Yeah build a CUIC report and have agents reference that. Another, not as good solution would be that your transfer script does a check up front and then plays a specific prompt back to the agent letting them know that there is no one available.
david
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