Cisco Finesse Alert Agent

[jschmit]

Is there a way to program Cisco UCCX/Cisco Finesse to alert an agent when a call is in queue or if the wait on a queue has hit a specific threshold? If alerts can be created, what type of alerts are available out-of-box?

[Ratheesh Kumar]

Hi there

I think you might need to create some API programming for this. 

Or you could use a wallboard solution ? UCGuru offers a free one

https://www.ucguru.com/free-wallboard-for-uccx/

Other option is  using CUIC and copy/edit the Voice CSQ Summary Report. You can create a threshold that will make the Waiting Calls Red. Creating a permalink to this and displaying it so the agents could see might help.

Hope this Helps

Cheers
Rath!
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