How to display number of queued calls

[Peter]

Hi, folks! I am new to all of this, so, please excuse me if my questions sound dumb.

I am working in a small call center with less than a hundred agents. I would like to let each agent know how many calls there are in a particular queue without buying an expensive wallboard display.

Is there a simple way to do it? Is there a software that already does it? If so, how do I get it?

Peter Kraus, CGE (DT Telecom )

[Jeff]

I would like to find out about this one too. Does anybody know? I am pretty sure we can use a similar application at our centre as well!

Tick, tick, tack?
Jeff

[Akiko Negishi]

Hello, Jeff, how are you?

I haven't heard of any software like this.
Can we petition non web based group of Developer Forum to develop it?
I would transfer to that group, but our webased group has its hands full developing a java softphone.

Wait, Jeff, aren't you nonwebased group developer? Then, why not talk to Simon and see if you can develop it? What is nonweb group working on right now?

Akiko

[Dave]

Talk to you account rep about Agent Pulse. Although it is on an End of Life cycle at the moment, it is still available and offers the functionality you describe. Depending on the switch you are using, you could also issue a TQueryAddress request, but many switches won't respond to this request regarding queues.

[slate]

But this would not tell you anything about virtual queues, will it?
Also, is it supported with Meridian?

[Dave]

Agent Pulse is compatible with Meridian I used with an 81C. It essentially uses the same information that CC Pulse does - CC Pulse 7.0 will replace Agent Pulse when the time comes. In the mean time, it will provide information as you need it to the agent about agent groups and the individual agent performance.

[Victor]

where od we find out more about CCP 7.0 ? And isn't it too heave to replace Agent Pulse?

[Dave]

Unfortunately there is no information currently released about CC Pulse 7.0 - it's a ways off. In the meantime, the alternatives remain either APulse or a call to the TQueryAddress function.

[Victor]

I wonder if this can be a product we can develop in Online Developer Group...

What do you think?

[Akiko]

I already posted a request to the online developer group, because my company can use it, that's for sure!

[Rodney]

Hi,

I was reading the threads and thought I would mention a product which may provide the information you are looking for. I work for Verizon Call Center Services and our developers developed a stat client which feeds reader boards but could easily be used to feed a desktop application.

If you would like more information regarding this, visit our website at www.verizon.com/ccs and select the contact button and refer to the stat client product.

[Stefan C]

Hi,

The best solution would be to have access to the StatServer API. Unfortunately this one is not available for free. Genesys Professional Services can help you out, but it's no cheap.

If you are a bit of a VBN developer you could write an app using OLE Automation or ActiveX. Register for a virtual queue and watch for eventqueued and eventdiverted/abandoned. This way you can keep track of it. It needs to be running all the time tough cause it will essentially maintain it's own statemodel. It is easy to build tough.

Stefan

[Robert Townsend]

Hi,
The company I work for has a softphone that includes a wall board like window capable of displaying any stat server stats. It is a product called Impresario and works with Genesys 5.1 and later versions of the Genesys framework. It uses the Genesys stat server API which in turn requires a Genesys right ouse license. Our company as a reseller of Genesys has obtained these rights on a case by case basis. There is much discussion at Genesys for formalizing the cost of the stat server right ouse issue. In the mean time you are welcome to browse our website www.elixonline.com and see if Impresario is of interest to you and take it from there.

Sincerely,

Rob Townsend
Systems Architect
Elix Inc