CC6 Agent Map Editing

[QLF]

Afternoon everyone, i'm looking to see if it's possible to have Not Ready reason codes, or skillset in use diplayed on the Agent Map realtime display within CCM6.

Currently i see that a call handler is on a call and for how long, but not the skillset in use. Similarly, i can see that they are in Not Ready and for how long, but not the reason why they are in not ready.

I'd also like to build the Agent Map based on the location of the phone so that wherever the call handler logs in is where they are displayed on the map. Currently it doesn't matter which phone they login to, they will always show in the same square on the map as it's based on login codes rather than Phone ID.

Is any of this possible like it used to be in previous versions of Symposium? And if so, how?

Thanks for your help.

 

[Utreg]

For the first part of your question; The codes are stored in the historical database, don't think yuo can see them in real-time.

For the second part of your question;
In your 'Agent Map' besides f.e. 'Agent Name: First Name (Login ID)' you can choose an 'Optional field: Position ID'.

 

[dj4020]

If you run the Standard Agent Display it shows the ANS SklSet you cannot Display reason codes in real time that I know of as Utreg has stated.

 

[leithdavyb]

If you create a new tabular agent display (highlight the public version and click "create private copy") you can add the "NR Reason" column.

The old Symposium GRTD application allowed you to create proper maps with static positions. I'm not sure how you would get hold of a copy these days, though.