[cisco-voip] Presenting Queue statistics to IPCC agents

[Wes Sisk]

Hi Folks,

I too have been investigating and found this:

Configuration for Wallboard support, and Real Time Reporting are covered 
in here:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/apadm35.pdf
 
The Get Reporting Statistics step is covered in the Editor on-line help 
or here:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/step.pdf
 
The CSD stats are described here:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/super/super_ug.pdf
 
The CAD stats are dscribed here:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/agents/agent_ug.pdf

/Wes


chris donnelly wrote:

> 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 
>
>> >
>
>>
>
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>
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>
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>
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>
>>
>
>  
>
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