Setting the Number of agents displayed in RTD 3

[Maker1]

I have CCM 6.0 and am wondering if there is a way to change the number of agents displayed on the Agent Display in Real Time Reports. I will be gong to Nortel as well, but this is usually faster. Thanks!

 

[Milesprower]

You can "choose" which agents you want to display using partitions or filters. If you are seeing agents you don't want to see, at an administrator level, you can alter partition capabilities, at a user level you can use filters to define the agents you doe want to see.

 

[Maker1]

Yes, I know how to do filters. What I want to do is have all the agents on one "long" page as opposed to several "short" pages. So that I can scroll all the way down the list of agents without having to change pages.

 

[Milesprower]

I think you are out of luck on CCM 6.

 

[ScottTech]

During our busy season, we'll have almost 300 agents logged in. Our call center didn't want to flip through 10 pages of Agent RTD (and 2 or 3 skillset RTD pages) and I was able to change a page on the web server to accomodate this.

Within C:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime\Displays\StdDisplay.asp I changed the line:

iChunkSize = 30
to
iChunkSize = 500

This will continue to build the table/page until you get to 500 agents, then it will start a 2nd page. Be sure to save a copy of the original file and I'd suggest keeping a txt file on the server describing this change in case a PEP or upgrade wipes out your change.

 

[Maker1]

Excellent, I will try this. Thanks!!

 

[sandyml]

Scott, you are the bomb! Thank you very much.

 

[bajangsa]

This was very helpfull - I wonder if you have other RTD tips up your sleeve? When you in the old GRTD program build an Agent Map you referred to Agent Position ID - the phonesets. In CCM6 if you build an Agent Map you refer to Agents - persons. This is a problem for customers, where Agents work in shifts during the day. Any ideas?

 

[Milesprower]

Interesting hack. Thanks for sharing!