Viewing agent states in Symposium

[burke81]

Is it possible to see the agents Real time Not Ready Code status in Symposium instead of just seeing Not Ready when running real time reports? Is there some third-party software that will allow you to do this? It makes no sense to develop a product that will not give you actual agent state real time.

 

[sandyml]

You can see that Not Ready code when you have Symposium Web Client server. It ships included with Symposium 4.2 or later. You do need a separate server for it, though.

 

[burke81]

Sandy,

Thanks for the response. Is this a configurable item in Web client? We have web client running but in the realtime display the agent still shows as not ready even though they entered a not ready code.

 

[sandyml]

Yes. That column doesn't show up on the default displays. Go into displays, choose a display and make a private copy of it. Then, you should have 3 new tabs; choose the Columns tab. You'll be able to pick out that field from the drop-down menu (I forget what it's called, exactly). When you have it just right, you can save it in the Public displays folder so that everyone can use it.

 

[burke81]

Thanks again for your help Sandy.

 

[sandyml]

You are quite welcome.

 

[burke81]

Sandy,

Do you know anything that might cause the NR reason to display?

 

[sandyml]

(1) The agent pushes the Not Ready key
(2) The agent has logged in, but not taken themselves out of Not Ready (which they are put into initially upon log in)
(3) They failed to answer a call presented to their phone, and their Call Presentation class of service calls for their phone to be put into Not Ready (vs. Make Busy)

There will be a default Not Ready reason that will display if the agent fails to enter a specific code.

Is the agent showing Not Ready when they are actually in another state (like Idle)?

 

[burke81]

We have seen that before. Suggestion #2 was actually the issue in this case though. Thank you for your help again. This implementation has been a long strange trip.

 

[PhilMyWallet]

Burke81

Did you ever manage to sort this as I have the same issue. Historical reports work fine, however nothing displays in Web Client.

Regards



Phil

 

[cgilmer]

Go to Configuration and Activity Codes.

Once in there you have to copy the information out of "Name" and into "Display Name".

Just like almost everything else you have to do double work to get the Web Client to show the information. The good thing is though in this case you can do a copy and paste. It goes rather quickly that way.

 

[PhilMyWallet]

There is already text in the display name. This still doesn't display.

Does the 'Display Name' have to be the same as the 'Name' field?

Thanks

 

[cgilmer]

It shouldnt matter if its the same... I just didn't want to re-type it all myself since they have quite a few here.

Does the Activity Key "activate" when you go onto Not Ready? If it does, the only other thing I could think is that they are entering invalid numbers that aren't matching to anything in the list of programmed codes.

What patch/version level are you at on your symposium server and web client server?

 

[cgilmer]

Symposium Version 5 had several updates on Reason Code Issues.

These are both from SU03:
Q00762871-03 Default Not Ready Reason Code not pegging statistic correctly

Q00744640 SCCS 5.0 for DMS: Not Ready Reason Code not present in RSM agent data

I'm guessing you wouldn't need to worry about the DMS patch but I listed it just in case.

I'll poke around and see if I can find something related to 4.2