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Just to give an update, I was able to test it with a CCMA 6.0 and hte results are: - Real time display shows "Queue to Agent" in the skillset answered column. - For Historical reporting, if I pull out a skillset performance without doing any selection in the "selection criteria" section I get a...

Thanks captaingadget. It does make sense since the call has to go through the application before queuing, I should of thought of that. For agent performance, in wich column could I find some information, ACD/NACD calls? Thanks again

Is there anyone out there that used the scripting command "QUEUE TO AGENT <agent ID>" instead of "QUEUE TO SKILLSET"? My question is in fact to know where those calls are pegged to? Since they are not skillset calls where can I find them in Historical Statistic? Also how in agent real time...

Is the DN lenght of the SCR key on the agent phone 4 digits? Remember it will look at the first SCR key on that phone.

Thanks to you all.

I' trying to see if it is possible to create a formula for expected wait time that would return a value based on the average wait time of the last 5 calls. Presently I'm using Nortel's formula and I'm getting incorrect information since it is based on a 10 minutes interval and my call center is...

Just use the Call by Call report

Hi, "digit_buffer_cv" is a call variable of DN type. For CallPilot Voice segment you only have one application where you store all your voice segment. The voice segment variable in Symposium are the same as with MMail. For example if your application name is "funny" then the value in the voice...

I've got this for you. Hope it can be of any help SECTION french_pin_verif_section OPEN VOICE SESSION PLAY PROMPT WITH LANGUAGE french VOICE SEGMENT it_enter_pin_gv COLLECT 6 DIGITS INTO digit_buffer_cv INTER DIGIT TIMER 6 WITH TERMINATING CHARACTER # END VOICE SESSION /*HDX...

Hope this will help Features CCS100 CCS200 CCS300 CCS350 Max number Agent Positions 1 to 1 to 1 to 1500 1500 1500 Max number of Active Client 100 100 100 100 Sessions Meridian Link Server Yes Yes Yes Real...

I' trying to see if it is possible to create a formula for expected wait time that would return a value based on the average wait time of the last 5 calls. Presently I'm using Nortel's formula and I'm getting incorrect information since it is based on a 10 minutes interval. Thanks