UCCX 10.5 - Agents can see other agent state in CAD

[rossporubski]

How can agents see other agents state and time in said state in CAD? We have a very competitive sales group and they want to know the order of longest available for all agents in ready.

I can see this in Supervisor and I know agents can see each others state in CAD, but can they see the order? 

Thank you to all in advance.

[david.macias]

An option would be to put a CUIC report on your Finesse desktop. Pretty simple to do and will give you the information you need.

david

[rossporubski]

Thank you for replying David, we have yet to transition to Finesse since our upgrade to 10.5. We are still in a CAD environment and plan on doing the full transition to Finesse in August. 

As for CAD, I do not know of any native function which would allow agents to view agent order in queue. Would you agree there is no feature? 

As for the CUIC report on Finesse desktop. Would this be a real-time report which updates automatically based on order change due to other agents state changes in queue?

[david.macias · Accepted solution]

Unless you make them all supervisors (but there's limitations with that too), there is no native CAD feature for this.

Yes, CUIC will be pretty near real time.

david

[Anthony Holloway]

You should know that UCCX 10.5 has a limit of only 42 supervisors.

Source: UCCX 10.5 SRND

[rossporubski]

Ok, both of what you mentioned are exactly what I advised the business unit. And there's no chance I'm making them all supervisors. Thanks!

[benjamin-turner]

I know this post is out of date. I had this issue with 11.5 and I found that if you add agents as supervisors within the teams you want them to be able to view, then remove them as supervisors, and then add them to the default team, they will be able to view all those agents as if they were a supervisor, but without the other options such as monitoring calls etc.