Hi. Currently we have a customer with a no so common request. Their supervisors would like to have the ability to see Caller ID for the people waiting in queue. They currently only see the longest call in queue (time) and how many calls in queue (total calls). Also they would like the option to pick any call they want from all calls waiting on queue. At least for the Supervisors.
Supervisors are saying that they work on a previous CallCenter environment and they were able to accomplished those 2 request. See Caller ID of the people waiting on queue and also the ability for the supervisor to choose any call they want to from the ones waiting on queue. I don't know if that was a feature out of the box for that particular Call Center environment (Don't know the vendor CC) or if it was a custom job.
Any ideas? Is it possible on UCCX?
-Jose
