Agent Queue Statistics

[Germain TechIT]

Hello,

I have different queues that have been created by the system owner. I have assigned group owners to these different queues but the agents cannot access the Agent Statistics in the Queue. Is there a solution so that these agents can access the statistics? Do I need to recreate the queue with the rights of one of my "group owner" users?

Best regards

 

[Evolute IT]

Have you set the queues to be in the right department? Not system wide

 

[Germain TechIT]

Hello,

Where can I find this information?

In my call group, in the agent category, I can see my two users who own the group.

In the user tab > group > "Front Office" I can also see my two users who have "Group owner" rights.

In the call group tab > Front Office > Notification > I can also see my users as extension manager

Regards,

 

[Evolute IT]

Hello,

Where can I find this information?

In my call group, in the agent category, I can see my two users who own the group.

In the user tab > group > "Front Office" I can also see my two users who have "Group owner" rights.

In the call group tab > Front Office > Notification > I can also see my users as extension manager

Regards,

Go to the Departments > Front Office > Add, select your queues for that group, and click save. It can also be done in the Call Handling section, in the Queue/RG/IVR edit screen itself.



Queues, ring groups and more are now part of departments just like users. But you need to set it.

 

[Germain TechIT]

I don't have this settings, maybe because we're in V18.0 ?

 

[Evolute IT]

I don't have this settings, maybe because we're in V18.0 ?

That setting is indeed new to v20.