Queues details in CAD

[Guillermo_87]

Hi guys,

I need your help.

I have two uccx 8.5 in cluster. The contac center work properly.

Now, I need to identify which queues enter to the operators in the callcenter.

I was looking the CDA Administrator Guide and found that is possible to create

Custom Field to identify queues.

Those field should be applied in the script.

How to apply this field values in the script?

Best regard

[brian1mcc]

Do you want to display the CSQ name to the agent in CAD? If so, this is done by default.

Brian

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[Guillermo_87]

Hi Brian,

Thanks for you reply

If you can look out on this user configuration, as shows having two assigned skills.

I need idenify in CAD this assigned skills when the call ingress.

GP

[Guillermo_87]

Brian,

Have you any idea how to do that?

Best regards

[brian1mcc]

I can't see anyway of doing this to be honest. CAD will only display the queue the call is coming in on.

One solution might be to create a custom report that the agent can run to see what skills they are currently assigned to. This will need to run outside of CAD.

Brian

[Guillermo_87]

Hi Brian,

Thanks for your help

GP

[jpsweeney77]

You could probably get creative with a custom workflow but there would be quite of customization including offloading the UCCX config DB and possibly creating something such as a Web Service. Definitely possible, but certainly not a small undertaking.