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Hi, I currently have 3 team leads monitoring their queues during office hours. There are two displays that they are using one for their respective skillsets and agents. So there are 6 reports been pulled from the server and refreshed every 1-2 seconds. However, during the past week or so these...

That would be great...tom.burke@apcc.com Many thanks

Hi, Does anyone know if there is a 'canned report' in Sym 4.2 that will give you %'s in relation to Offered, Answered and Abandoned calls. I ran the Application Call Treatment report, but this gives details based on applications rather than skillsets. Many thanks as always - Tom

Hi, I have taken a look at the eventlog and found the following error which seems to coincide with symposium re-assigning skillsets.... Event Code 48512 ICCM Task Flow Executor (TFE)...the details given are Skillset /Agent Script Command Failed (14.ss/Agt:10280.Callid...

Hi, Does anyone know if you can track a call that been queued to a skillset and then re-queued to another skillset in the call by call stats report. At present some of our call are queued to an Escalation team depending on the product type, however, if no-one is available to take this call it...

Hi, I have taken a look at the eventlog and found the following error which seems to coincide with symposium re-assigning skillsets.... Error Code 48512 ICCM Task Flow Executor (TFE)...the details given are Skillset /Agent Script Command Failed (14.ss/Agt:10280.Callid...

Hi, Thanks for the response, however the problem is that the system seems to be re-setting the skillset assignment automatically.....do you know if there a setting that can do this and if so where do I find it? Thanks a lot - Tom P.S. It's not the scheduler as the people associated with the...

I have been having a few problems with changing skillsets on Symposium. Basically if I change skillsets before 8a.m. they revert back to the way they were before I made the change just after 8 sometime. Do you know what could be causing this? I have checked the AgentSkillset Assignment and I...

Yes there are section announcements further down the script that the caller is routed to depending on the CDN. These section announcements are in different languages in order to support our customer base. Thanks a lot for your help....Tom

Hi Fonchick, Yes I want these calls to route to these scripts only on time of day/date...that been the case I take it that I don't need the ELSE part of the statement?? - Tom

Hi, I am trying to modify an existing script by replacing IF statements with WHERE. I have modified the following to include a time and date check, but does not work....can anyone advise me how this should be written... WHERE CDN EQUALS VALUE 2004: EXECUTE SCRIPT Prim_Symmetra_Ent VALUE...