Will CSD shows Agent state as hold

[Sanoop N V]

Hi All,

Would like to know if Cisco supervisor desktop can shows agent state as hold?

Issue is that even if the Agent placed the customer on hold, Supervisor desktop will show the Agent in talking state, which will give wrong perception to supervisor

IPCC Version: 7.0(1)

CAD Version: 7.0

CSD version: 7.0

Thanks,

San

[danidura · Accepted solution]

Hi San,

Within CSD, the hold times are joined together with the average talk (Avg Talking) time of an agent.

So the CSD display will not show when an agents has placed a call on hold

You can find this information in the following document on page 30.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/csd66ug-cm.pdf

Please let me know if this information has helped you.

Danny

[Sanoop N V]

Thanks a lot!!!