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Recently, I have had two customers ask for the same thing: To sort Not Ready Reason Code time by code, not by agent. They are trying to provide management with a summary of Not Ready Reason Code time. For example, department X spent 30 hours in training last month. Currently these customers...

I apologize in advance as I know there has been a lot of good info on Expected Wait Time (EWT) in this forum, but the search function for the Symposium forum has not been working for me for some time (I have sent messages to Tek-Tips, but have not received a response). I have a customer with...

I know this is probably not possible, but has anyone been successful in modifying the EWT formula to work better for smaller skillsets (less than 10 agents). There is a mention of using number of logged in agents in the Scripting guide, but I'm not sure how this would work.

the historical parameter page is slightly changed in Rel 6 and I cannot find any printed documentation on it. The administrators guide now references the upload tool and on-line help (instead of showing the actual screen shots). My customer is asking me how many agent licenses she has. I told...

I have had two different customers on three sites complain the phoneset displays stopped working after loading the 06_03 PEP. Instead of Source CDN Name and Caller ID, they now appear to get the trunk information. Has anyone seen this before?

Question: I have SCCS 4.2 with skillset global setting set to longest idle agent since last ACD/CDN call. As the beginning of the day when two agents log in with identical skillset assignments, does SCCS present the first call to the agent who logged in first or does it flip a coin? As...

Has anyone experience with adjusting the historical duration parameters on a live system? I normally set up new systems so when I adjust them with the customer, there is no impact. However, I am working on a release 4.2 system that is 24x7. I need to adjust the number of Applications up from...

I have a customer who is experimenting with call forcing call presentation. First, they had some agents who used handsets. I recommended they all use headsets. Next, they set the Call Force Delay Timer to 5 seconds. They have no screen-pop or CTI application, so I recommended they set the...