1) Yes. if you create specific Agent skill groups. i.e., agent 1 has skill group agent1_sg etc2) Yes. You create a dummy import rule, which imports nothing, but still creates a target table.Once you've done this write SQL statements to directly cop...
Andy,Silent Monitor for IPCC is not the same as Remote Silent Monitor.Remote silent Monitor allows a supervisor in a remote location use a PSTN phone, dial into a IVR and initiate a Monitoring session to an agent.Silent Monitor for IPCC - supervisor ...