Planetmaker
Technical User
Hi,
we use IPCCX v4.0 and have 10 Agents in a IT Service Desk CSQ.
We use the Real Time Reporting Overall IPCCX stats page to monitor number of contacts waiting, oldest call in queue etc.
We have had to add a queuing system for the Reception of another service and therefore added 1 more Agent that is in a another CSQ.
Now the IT Service Desk cannot use the Real Time Stats to see if they need to go ready because they have a contact waiting (amongst other things)because the info might be coming from the other service.
I know the CSQ stats screen can show Detail Resource for a specific CSQ but we need it presenting in the same way as the overall screen (that includes Oldest Contact in Queue) - but lets you choose which CSQ you want to view the information from.
Is there a pre written wallboard application that can provide this info?
A support company has offered to write something specific but lets just say it was silly money.
we use IPCCX v4.0 and have 10 Agents in a IT Service Desk CSQ.
We use the Real Time Reporting Overall IPCCX stats page to monitor number of contacts waiting, oldest call in queue etc.
We have had to add a queuing system for the Reception of another service and therefore added 1 more Agent that is in a another CSQ.
Now the IT Service Desk cannot use the Real Time Stats to see if they need to go ready because they have a contact waiting (amongst other things)because the info might be coming from the other service.
I know the CSQ stats screen can show Detail Resource for a specific CSQ but we need it presenting in the same way as the overall screen (that includes Oldest Contact in Queue) - but lets you choose which CSQ you want to view the information from.
Is there a pre written wallboard application that can provide this info?
A support company has offered to write something specific but lets just say it was silly money.