Calls in Queue & Available Agent to take calls

[enaconda]

How can I find how many calls in queue already there? and How many agents are available by Split/Skill?

Thanks,
En

 

[G van Hamburg]

If you don't use CMS or BCMS-Vu allready, first look in your customer options to see if you can use BCMS.

If so, use the "monitor bcms ........." commands to get the information you want. This if on supervisor-level.

If not, see if you can find more information how to set up vu-stats. This more agent-level information.

Plan your work............Work your plan

 

[enaconda]

I am using CMS but I am finding all historical data for Agent and Split. How can I find current information about call waiting in queue and Agent available/ Logged?


Thanks
En

 

[G van Hamburg]

See if you can login on the supervisor PC and create a "new report" if everything is set-up right, you should be able to choose a real-time report. (You can also do this on the CMS system but the looks of it are not great)

Within this report, you can select agents, vdn's, etc.

If you're not had a course on this I think it's wise to do this.

Making reports is not just clicking buttons but there is a comprehension part as well.

Without understanding reports and knowledge to make usefull reports it can be a waste of time.

Plan your work............Work your plan

 

[Definity]

Enaconda,
You need to select the realtime report tab on the CMS supervisor & select the skill/split report for the perticular skill.. You should be able to view this..

 

[enaconda]

Thanks I got Real Time Report. But I am looking for query to get all Detail in SQL result....

Thanks,
En

 

[Toni269]

If you want to have instant information at the click of a button you can do these two things:
Put a q-calls button on the phone for the particular split you want to see and it will flash when calls are waiting and you can click on it to see the amount of time waiting and the number of calls waiting.

Another thing you can do is called Vu-Stats. If you go into the switch and type the command "change vustats-display-format x" I am pasting some examples below, but once programmed, you give the phone a vu-display button and give it a format number, by using the next button you can scroll to the next format and the next and so on to display as much information as you want. If you want more info, send me your fax number.

change vustats-display-format 1

Format Number: 1 Object Type: split
Next Format Number: 2 Update Interval: 10
Data Field Character: $
Number of Intervals:

Format Description: Dept=$$$$$ This Hour=$$$$ This Day=$$$$$

Data Type Format Period Threshold
1: split-name
2: acd-calls interval
3: acd-calls day
change vustats-display-format 2

Format Number: 2 Object Type: split
Next Format Number: 3 Update Interval: 10
Data Field Character: $
Number of Intervals:

Format Description: Waiting=$$ W/Time=$$$$$ ABD=$$ ATA=$$$$$

Data Type Format Period Threshold
1: calls-waiting
2: oldest-call-waiting m:ss
3: calls-abandoned day
4: average-time-to-abandon m:ss day

change vustats-display-format 3

Format Number: 3 Object Type: split
Next Format Number: 4 Update Interval: 10
Data Field Character: $
Number of Intervals:

Format Description: Staff=$$ Avail=$$ ACD=$$ Ext=$$ StdBy=$$

Data Type Format Period Threshold
1: agents-staffed
2: agents-available
3: agents-on-acd-calls
4: agents-on-extension-calls
5: agents-in-aux-all