How does a supervisor or agent see how many calls are in queue for a given Contact Service Queue (CSQ)?
A. Skill statistics are available when you are logged into the IP PhoneAgent. You need to go to Reports > Team Reports and press the Stats soft key in order to access the skill statistics. The Skill Stats window displays two statistics : Calls queued: The number of calls currently in queue. Oldest in queue: The length of time spent by the oldest call in the queue, in HH:MM:SS format. Note: Agents do not have access to how many agents are logged in. The Cisco Agent Desktop displays only the number of calls queued for the CSQ to which the agent belongs and the duration of the oldest contact in queue. Refer to the Cisco IP Phone Agent User Guide for more information.
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