Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on August 25, 2014, 01:19:06 PM

Title: IWS Queue Supervisor
Post by: cavagnaro on August 25, 2014, 01:19:06 PM

Hi guys,
On GAD we used to have a functionality to enable Supervisor so he would be able to open Queues interactions so he could move/open/Finish them...
Can't find such on IWS...do you have any idea if it is available or moved elsewhere??

Thanks

Title: Re: IWS Queue Supervisor
Post by: catanirex on August 25, 2014, 01:40:09 PM

Hi, You set up filters on IWS applications that define which IQ to display. So create a separate IWS application (not sure if you can set in on person level) for the supervisors with settings like this:

[FilterIQ1]
case-data.business-attribute=AttachedDataIW
category=Email
condition=(MediaType='email') AND (_age() > 172800)
display-name=Older Than 2 Days
queues=InboundQueue,desktop-draft-queue

[interaction-workspace]
interaction-management.filters=FilterIQ1

condition can be set to whatever you want :)
Good Luck!

Title: Re: IWS Queue Supervisor
Post by: cavagnaro on August 25, 2014, 01:50:09 PM

Thanks Catarinex,
But the functionality on GAD was at deeper level than just Stats, Supervisor was able to interact with Interactions. For example...an email from Barack Obama arrived, he called the bank Manager to let him know how was possible his email sent 2 minutes ago was not answered yet...so Supervisor could enter the Queue, search for it and assign a Top priority or transfer to another Queue...

Title: Re: IWS Queue Supervisor
Post by: Kubig on August 25, 2014, 01:56:26 PM

Within this part of IWS you can handle with interactions

Title: Re: IWS Queue Supervisor
Post by: cavagnaro on August 25, 2014, 02:02:56 PM

:o Got it!
Thanks guys! Will give it a shot