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#65623 02/11/11 09:13 AM
Joined: May 2008
Posts: 31
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Our call center manager is complaining that the information shown on the screen of the phone regarding times that calls have been waiting is different from RealViewer.

In RealViewer I set up a filter. Under Call Route/Call First Ring at Extension Group, I enter the hunt group number.

I use this filter in the Deskboard Tile using Longest Waiting.

Should the information shown on the phone match this tile?

Thanks,

Carl

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Joined: Aug 2012
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The phone display is probably adding any additional time BEFORE the call hit the hunt group, like listening to auto attendant menus/choices. I would tell the users to ignore the LCD for this particular stat and pay attention to the RealViewer tile.


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