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Beginner

How to get alerts

My boss wants to be able to get an alert if we start to experience a certain amount of abandoned calls. Basically lets say if we hit 5 abandoned calls an email or some sort of flagging would let us know that we are starting to take abandoned calls. Or if we can setup an alert to let us know when our call center queue are filling up and all of our agents are busy with other customers. The goal is to get more people into the call center if it starts to become overwhelmed. Some days we get 130 calls will say and have around 8 people on staff then other days will have 4 people on staff and take in 200+ calls. They want to be able to maintain a small group but be able to call in more people if we need them.

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Cisco Employee

You can use Get Reporting Statistics within the script to report on agents availability and in case if no one is available then you can use email steps to send an e-mail out to the required person. You will need Premium license for email steps

Regards

Deepak

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Rising star

Also you can externaly query the real time tables of the Historical Reports DataBase with the uccxhruser or the wallboard user, so if you see there 5 abandoned calls, then your own custom application can send the alert via email or something else.

Gabriel

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