I have before........but i built it super complicated
if i had to redo it i would:
Build a timer based handler to run every (x time) then do an ACD statistics (Queue)
Get all the call numbers / how every you whish to track it. (i'd use multiple criteria but you look at what you want to do)
If tis every zero then start incrementing a counter. (global variable)
Based on timing / counter level set some kind of alert to fire when counter hits 5 (aka every 5 minutes handlers runs and it ran (0-5) 6 times with zero calls so its been 30 minutes) And when ever it hits zero calls but then hits call next time around reset counter etc.
That would be a pretty basic set up, that an experience handler developer could knock out in under 1 hour.
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ryan hedlund
Stericycle
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Original Message:
Sent: 05-25-2021 18:58
From: Tony Curoso
Subject: Alert for no calls to a workgroup
I just had a customer ask me if they could set up an alert for no calls to a workgroup. Basically if the workgroup goes x minutes without a call, it triggers an alert. I don't see how to do this in Supervisor/ICBM. Has anyone done a customization or used something from the marketplace?
#PlatformAdministration
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Tony Curoso
American Telesource, Inc.
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