Queues on CCX Supervisor 7.0(1)SR05_Build504

[Marcos Cardoso]

Hi all,

I Have a situation that the queues on the supervisor agent desktop are not restarting. This it means that when the supervisor´s logged on the they are gotting the numbers of the day before and so on. I have been found some information, but in documentation Cisco does not explation how to solve this problem.

Anybody knows how to solve it?

I will appreciate any further help!

Thanks,

Marcos Cardoso

[anchoudh]

HI Marcos,

Do you mean that Supersiors are seeing only thats days data on CSD?

Voice CSQ – Detail

The Voice CSQ—Detail display is available when you select a specific CSQ from the Skill Groups tree. This display presents information about each agent logged into the ACD and assigned  to the selected CSQ. By default, the data displayed is sorted in ascending order by agent name.

The data is obtained from the CAD Chat service, and are for the current day starting at

midnight. The data refresh rate is 1 second, and is not configurable.

Voice CSQ – Summary

The CSQ — Summary display is available when you select a specific CSQ from the Skill Groups tree.

This display presents a summary of a specific CSQ’s statistics. These statistics are from the entire contact center, not just from members of the selected team.

The data is obtained from the CTI server unless otherwise noted, and are for the current day starting at midnight. The data refresh rate is configurable and ranges from every 5 to 60 seconds. By default it is every 15 seconds.

Voice CSQs – Team Summary

The Team Summary display is available when you select the Skill Groups node in the Skill Groups tree. This display presents the details of each individual skill group, regardless of whether or not an agent with that skill is logged in. By default, the data displayed is sorted in ascending order by skill name.

The data is obtained from the CTI server unless otherwise noted, and are for the current day starting at midnight. The data refresh rate is configurable and ranges from every 5 to 60 seconds. By default it is every 15 seconds.

Please refer the below link for more information.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf

.

Hope it helps.

Thanks,

Anand

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