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No Agents Ready Notification Supervisor

Hi All

I know from a script how to send notifications to a supervisor if no agents are ready but how can you acheive this if there are no calls coming inbound/no script is activated? I haved looked through the supervisor work flow administrator and there appears to be limited options.

I have a scenario where if all agents in a site become not ready and there are no calls inbound/no script activated, how can I notify the supervisor?.... Is there a way to notify the supervisor that all agents have gone not ready?

Cheers!

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No Agents Ready Notification Supervisor

Hi

You can set the Supervisor workflows to alert if queue conditions are bad (i.e. someone in queue for x minutes). That is sometimes enough to allow the supervisor to get on with 'work' rather than 'supervising'.

The other method commony used for this is to have a wallboard; a big screen display of ready/not ready/abandandoned/longest in queue etc, usually with a 'flashing' mode should a threshold (i.e. <1 available agents) be hit.

Otherwise your options are a little limited.

I guess you could add a HTTP trigger to your script if you have premium licensing; this could just run the part of your script that checks agents and sends an email. You could then launch this from a CAD workflow triggered when somoone goes 'not ready' or 'logout' (these are available in 'Agent Managemetn Workflows' for CAD in Cisco Desktop Admin).

Regards

Aaron

Please rate helpful posts..

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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