Producer

[McGruff753]

I have a supervisor with agents in 2 different agent groups. Group 87 takes calls on application 488, but agent group 83 gets calls in applications 488 and 489. She is asking if she can see what appliction calls the agent is talking on. I couldn't see how to do this in the table field. All I could show is the trunk number connected to the specific agent. Has anyone done anything like this? Thanks.

 

[genki]

the real time data of the ACD can't be broken down to that level of detail. You would need Contact Server (eFlow, realtime grabber, ODBC & ACD contributor) to get this level of detail. Or Enterprise Contact Server. A custom application using the Contact Server Realtime Control would display the data, not Producer/Director.

 

[McGruff753]

That's kind of what I thought. Thanks for confirming my suspicions.