PC Wallboard - HGN issue?

[KevDBF]

Hi All

I have 2 hunt groups containing the same agents - I need to be able to move people from one group to the other quickly depending on call flow.

The problem is I want to display a PC Wallboard with the info for each group - Number of calls answered, response time etc...and I am getting the same Answered call amounts for each group.

I am using the Variable of Answered External and then specifying the DN to the correct group.

I am using PC Wallboard 5.0.9 and DS 5.0.14.

Any suggestions?

 

[Escorthosis]

Please upgrade to the latest CCCV5.0.33 with the associated deltaserver 5.0.31.
I'v had a lot of problems using Deltaserver 5.0.23 from the CCCV5.0.25 and your Deltaserver5.0.14 is even older.

 

[KevDBF]

I actually did this a few weeks ago and followed the correct technical bulletin BUT it caused no end of problems - the main one being that no data was being written to the archiver.

My supplier suggested that it was down to the fact that I am running 2.1.73 and that it isn't compatible with the latest CCC release?

Is this right and will the upgrade fix all of hte HGN issues?

 

[raknas]

I thought that the problem is that if you are a member of multiple groups stats get reported to higher numbered group. Is this fixed in the current CCC build or is this due to be corrected in the next build?

 

[KevDBF]

Sorry maybe I should have made that clear - I think this is a higher numbered group issue (but put HGN insted) and am checking to see if it is and if so is there any way around this?

 

[IPGuru]

ccc will only report agents against the higest group number they are a member of
This is not a fault it is design intent so it should not get "fixed".

 

[legendinmylunchtime]

whats the intent behind this design??? Rules out group reports in a call centre with agents in more than 1 group!

 

[KevDBF]

I understand the fact that the design is set up like this but all I'd like to know is how to get my PC Wallboard to display the amount of external calls answered by one of my hunt groups where agents exist in this one and another.

Does anyone think this is possible?

Thanks

 

[KevDBF]

Not to worry - the rather obvious answer was use the "Group Calls Answered - External" option insted.