Real time report

[vkalp_rg]

Hi,
In the current version, when we look at the REAL TIME MAIN REPORT, it shows many columns like Agent, Status Campaign etc. It also shows by a + sign ( upon clicking) which ingroup is selected.

Request: the ingroup selected should be placed in such a way that at all time all agents Ingroup selection can be monitored same way as we can monitor status or the campaing etc they are on.

e.g. if another column is added next to campaign, for Ingroup selected, it will show codes of ingroup the agent has selected.

Reason for this request: If there are 100 agents, its difficult to go into each agent, click the + sign and check which ingroup they have selected.

Thanks
RG

[mflorell]

How would this work if the agent has 100+ in-groups selected?

Yes we have several customers that do this.

[vkalp_rg]

Yup that's gonna look weird....

Let me tell you why something like this is needed. This should be handy.

Agents sometimes do not choose knowingly and unknowingly an ingroup and get to sit idle. They also know which ingroups have higher callflow and sometimes choose NOT to choose the high inflow ingroup. So the TL monitoring the real time screen sees that agent 3001 is logged in, is on ready/closer status. Now the only way for him to find out if all agents have chosen the ingroup or not he will have to go into each one individually.


RG

[williamconley]

Actually that sounds like a good idea. The ability to monitor an ingroup (even if it's just a simple list of agents logged into it, not actual live calls ... although I'm sure that would follow) sounds like a reasonable request. Considering that's what we have in Asterisk by monitoring "Queues" (members and calls waiting).

And all the information is available in appropriate tables, just not in a single screen dedicated to the purpose.

I'm not sure about putting it directly into the real time screen right now ... but certainly on a simple report screen would not be entirely difficult. I will say that if a report were created for this purpose, its viewpoint would be skewed enough that it may never be combined with RealTime. For instance: on later, more sophisticated versions, it would be a good feature to show summary and drill down data and show users who have permission to log in to a specific ingroup, and are logged in, but are not actually IN the ingroup (taking into account the campaign they are logged in to, and other permissions). Showing them "greyed out" but visible, and having a button to "just log them into this ingroup" directly from the interface. (So that agent avoiding the high-volume ingroup can just be logged into it without a great effort.)

Find the appropriate tables in the database for live calls and generate a quick mysql report!

[mflorell]

That does sounds like a good idea, I would suggest putting in a feature request in the issue tracker and uploading some code if you are able to.

We have done some development recently adding the ability from the in-group modification screen to select agents to be logged into that in-group. We did this at client request since we have been getting more and more clients that do not want their agents to have choice when selecting in-groups, so the managers control it.