[cisco-voip] Presenting Queue statistics to IPCC agents

[chris donnelly]

Subject: RE: [cisco-voip] Presenting Queue statistics to IPCC agents

 

Hi Guys,

 

Just been reviewing the message threads and noticed this one.

 

For a long time it bugged me that IPCC did not have a 'native' wallboard
feature - so one day I thought to hell with it and built my own based on
asp pages and html. It basically trawls the SQL database on IPCC and
presents real-time stats to a web-browser .

 

The up-side of course is that it does not require expensive hardware -
just a PC and Browser another plus point is that is available from
anywhere with IP Connectivity to the IPCC Server. We now have
supervisors in the UK monitoring agents in India for example.

 

As another sideline I am now developing the app so that it can send the
data straight to an agents,supervisors phone

 

Attached is a screenshot....not sure if that will get through to the
mailing - list ?

 

 

 

 

 

-----Original Message-----
From: Voll, Scott [mailto:Scott.Voll at wesd.org] 
Sent: 30 September 2004 13:42
To: Tomas Daniska; Peter.Lewandowski at cygatemaldata.se
Cc: cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] Presenting Queue statistics to IPCC agents

 

When I first started working with IPCC I interviewed a guy working for a

PC component manufacture that had made an XML app that showed the two

queues and how many agents that were logged in to each. 

 

Then he was still working on -- If you selected the queue it gave you

how many calls were waiting and how long they had been there.  If you

selected the agent, it listed the agents logged in and the state they

were in.

 

It would be a nice little addition.  I just personally don't know that

much about writing SQL / XML applications.

 

Scott

 

 

-----Original Message-----

From: Tomas Daniska [mailto:tomas at tronet.com] 

Sent: Thursday, September 30, 2004 5:35 AM

To: Voll, Scott; Peter.Lewandowski at cygatemaldata.se

Cc: cisco-voip at puck.nether.net

Subject: RE: [cisco-voip] Presenting Queue statistics to IPCC agents

 

 

 

this is the 'demo' CTIOS desktop which is available in Enterprise since

4.6 (the screenshot is from 6.0), about the same controls are available

in the CTI-based desktop.

 

 

there is, however, no such tool available in express - only a barely

usable 'ACD statistics' thingie in the enhanced desktop which shows

anything but useful data. we have developed a little desktop 'wallboard'

app for one of our customers so they can present the agents with the

stats required - a sample screenshot is available at

http://deejay.sk/sgstats.gif . simple, customizable and working :)

 

--

 

deejay  

 

> -----Original Message-----

> From: Voll, Scott [mailto:Scott.Voll at wesd.org] 

> Sent: Thursday, September 30, 2004 2:20 PM

> To: Tomas Daniska; Peter.Lewandowski at cygatemaldata.se

> Cc: cisco-voip at puck.nether.net

> Subject: RE: [cisco-voip] Presenting Queue statistics to IPCC agents

> 

> I'm just using IPCC Express.  Is that a screen shot of Enterprise?

> 

> Scott

> 

> PS.  What verision?

> 

> -----Original Message-----

> From: cisco-voip-bounces at puck.nether.net

> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Tomas Daniska

> Sent: Thursday, September 30, 2004 2:34 AM

> To: Peter.Lewandowski at cygatemaldata.se

> Cc: cisco-voip at puck.nether.net

> Subject: RE: [cisco-voip] Presenting Queue statistics to IPCC agents

> 

> once again. this all *is* available in the agent desktop, both ctios-

> and the old cti- based versions. is there anything more you 

> are missing

> in the statistics?

> 

> 

> if you don't know what i am talking about then i have taken a 

> screenshot

> for you... have a look at http://deejay.sk/ctios.gif

> 

> --

> 

> deejay  

> 

> > -----Original Message-----

> > From: Peter.Lewandowski at cygatemaldata.se 

> > [mailto:Peter.Lewandowski at cygatemaldata.se] 

> > Sent: Thursday, September 30, 2004 11:26 AM

> > To: Tomas Daniska

> > Subject: SV: [cisco-voip] Presenting Queue statistics to IPCC agents

> > 

> > I would like to present to the agent how many agents are 

> > currently logged

> > in. i.e. how many are either talking or idle.

> > 

> > /Peter

> > 

> > 

> > > 

> > > IPCC Enterprise

> > 

> > and what exact problem you have with the statistics matrix 

> > available in

> > both cti and ctios desktop?

> > 

> > --

> > 

> > deejay  

> > 

> 

> _______________________________________________

> cisco-voip mailing list

> cisco-voip at puck.nether.net

> https://puck.nether.net/mailman/listinfo/cisco-voip

> 

 

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