when agent is in busy state, they need to know the waiting calls detail in the Queue

[BALAMURUGAN SINGARAM]

We have three agents setup, when all the agents are busy, the agents needs to know the waiting caller detail in the CAD screen or do we have any method for agents to know the waiting call in the Queue. Please advice.

[Deepak Rawat]

Agents can definitely check the real time statistics which will tell if there is any call waiting in the CSQ. However, if you want agents should be able to check the Calling Number etc then that will not be possible.

Assuming agents are using CAD, then simply open the Reports tab from CAD as per the attached screenshot CAD.png and go to Contact Service queue Statistics report .

In case, if the Reports icon is not showing up then go to CDA and make sure it is set to Visible as per the attached screenshot CDA.png

If agents are using finesse Agent Desktop, then also the same will show by default under the Agent CSQ Statistics report on Home Tab of Finesse Agent Desktop.

Regards

Deepak

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