No Agents Ready Notification Supervisor

[haydenpoh8]

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!

[Aaron Harrison]

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

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