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Old 07-13-2015, 05:35 PM
bennylu bennylu is offline
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Default Calls waiting and longest waiting time for agent group

Is there any way to display Calls waiting and longest waiting time for an agent group in the agent interface?

I have different indials that ring different topics. It goes to Task Flow and AA menu then transfer to different agent groups. If I use the same agent groups for different topics, is there any way I can see the total number of waiting calls for the agent group?
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Old 07-25-2015, 04:12 AM
kruegerb kruegerb is offline
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Yes,there are real time elements like calls in queue for multiple topics
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Old 07-27-2015, 12:06 AM
bennylu bennylu is offline
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Sorry I cannot find it. Are you able to tell me the steps to set it up?
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Old 07-29-2015, 04:50 AM
kruegerb kruegerb is offline
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Realtime Information -> Edit: in Elements list go to Graphical elements-> select Longest Wait Time (topic) and Queue (topics), In the properties you can select more than 1 topic, choose all topics of interest. A tool tip shows in display mode (work area) the configured topics
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Old 07-29-2015, 06:00 PM
bennylu bennylu is offline
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Thanks very much. Did not know can choose multiple topics.
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