agent displays

[glynnmsg]

New to the AVAYA world long time NORTEL. My question is dose CMS have any software that installs on the agents desktop so that they can monitor the queue. (IE calls waiting, agnets staffed) Thanks

 

[spunkysus]

You can add these stats directly on the agents phones.It's alot cleaner this way as opposed to given the agents new software.

 

[inerguard]

You need the client software which is called CentreVu. You should already have this if you have CMS. If not doenload it from avaya.


[Started on Version 3 software 15 years a go]

 

[glynnmsg]

Thanks for the quick resposne

 

[SF0751]

You can also put a vu-stats button on the agent's telephone.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[Trav4620]

If you feel like spending money There are several 3rd party applications like Spectrum or Inova Solutions that offer an "agent desktop dashboard" that displays queue info on an agents machine. We use Spectrum Wallboards in our contact center, but our Help Desk uses the desktop dashboard for their queue info.

http://www.specorp.com

http://www.inovasolutions.com

 

[inerguard]

Be aware of the refresh rates. CentreVu can be set to 3 seconds real time refresh.

Vu-stats (vu-display) has a refresh of 10 seconds, so real0time calls waiting in the queue information can be out-of-date as soon as you look at it.


[Started on Version 3 software 15 years a go]

 

[glynnmsg]

Thanks fpr all the input. I have set up the VU stats feature. Although I notice now that the CLID dose not come through just the VDN any thought on this.