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Live count of calls in queue

Jan 12, 2015 07:16 AM PST
David Rippere
Unity BPO
A project manager wants to be able to display on a dashboard the current number of calls in the queue along with how long the calls have been waiting and the current agent status. Is there a way to access that information in the ShoreTel database (it looks like records only get committed when the call is complete)? And if not, can it be accessed in some other fashion?
Jan 16, 2015 09:23 AM PST
Open Office
Communications Resources Incorporated aka CRI
Are you referring to ECC? If so, the Supervisor license allows you to see real-time activity with the Agent Manager.
Feb 04, 2015 05:57 PM PST
Don Bernstein
Communique Sales Company Inc
Same real time status is available by using a WG Supervisor or Operator Access license and using QUEUE monitor feature from the ST Communicator. Buy an extra license and put that Commuincator on a Large LCD monitor.
Feb 06, 2015 07:33 AM PST
Open Office
Communications Resources Incorporated aka CRI
For Workgroups, ShoreTel Professional Services has a Wallboard app called "Workgroup Monitor Application". You can download and trial the software if you like.

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