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Joined: May 2008
Posts: 31
Member
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Member
Joined: May 2008
Posts: 31 |
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
Posts: 57
Member
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Member
Joined: Aug 2012
Posts: 57 |
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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