Queue to Agent and Historical stats

[dsacsa]

Is there anyone out there that used the scripting command "QUEUE TO AGENT <agent ID>" instead of "QUEUE TO SKILLSET"?

My question is in fact to know where those calls are pegged to? Since they are not skillset calls where can I find them in Historical Statistic?

Also how in agent real time display will I know that an agent is answering one of those calls?

Thanks

 

[captaingadget]

What a good question. I have used queue to agent, the calls are pegged against the application since the agent has no threshold values. Agent peformance reports will give some detail.

I believe on real time displays is it observed as an ACD call, but I may be mistaken, it may just show as busy.

 

[dsacsa]

Thanks captaingadget.

It does make sense since the call has to go through the application before queuing, I should of thought of that. For agent performance, in wich column could I find some information, ACD/NACD calls?

Thanks again

 

[captaingadget]

This is going to sound a bit corny, but it under the columns ACD/NACD.

It maybe a better idea to have a skillset with just one agent in it, you'll get some better stats and achieve the same objectives.

 

[dsacsa]

Just to give an update, I was able to test it with a CCMA 6.0 and hte results are:
- Real time display shows "Queue to Agent" in the skillset answered column.
- For Historical reporting, if I pull out a skillset performance without doing any selection in the "selection criteria" section I get a report with statistics under the skillset name "Agent Queue To". But if I pull the same report by selecting all the available skillets in the "selection criteria" section I do not get any information about those calls.

Thanks again for the help on this