Apropos-List at Yahoo! Groups

Re: Anyone have batch escalation loader?

Carol Barmes Labedz — Mon, 26 Oct 2009 17:13:38 GMT

I haven't done it recently, but if you analyze the MessageTool for traffic when you add an escalation rule, you might be able to use the MessageTool to create

Re: Anyone have batch escalation loader?

David Rowe — Mon, 26 Oct 2009 17:08:38 GMT

Thanks Carol, It's going from one regional Africa queue to another regional Europe queue with an Email, Outbound and live queues.

Re: Anyone have batch escalation loader?

Carol Barmes Labedz — Mon, 26 Oct 2009 16:26:24 GMT

Sorry, it's Carol : ) In any case, do you have the utility available? I don't remember which version they added this into and I don't remember which version

Re: Anyone have batch escalation loader?

David Rowe — Mon, 26 Oct 2009 16:16:08 GMT

Thanks Mike, only thing is it isn't the same queue, (be too easy). David Rowe From: Apropos-List@yahoogroups.com [mailto:Apropos-List@yahoogroups.com] On

Re: Anyone have batch escalation loader?

mrsjimmyb — Mon, 26 Oct 2009 15:54:17 GMT

Depending on what version of 6 you are on, you can create the two escalation rules for only one of your queues. Then you can use the Utility to copy queue

Anyone have batch escalation loader?

David Rowe — Mon, 26 Oct 2009 13:10:19 GMT

I have 120 queues I have to add 2 escalations each to. David Rowe ... Customer Support IT Manager Landmark 2107 CityWest Boulevard, Bldg. 2 Houston, Texas

Re: Programmatic creation of Interaction Properties

cblabedz — Tue, 13 Oct 2009 06:34:55 GMT

Greetings, My understanding is that if the property is not created in ConfigMan, it will not get stored anywhere. When the property is created in ConfigMan,

Re: Programmatic creation of Interaction Properties

calvin francart — Tue, 13 Oct 2009 06:31:48 GMT

Hi Ashley, As I understand it, the SetKeyValue command will write to the contactinfo table if the following criteria are met: 1) the key value already exists

Programmatic creation of Interaction Properties

ashley_pulse — Tue, 13 Oct 2009 06:05:23 GMT

Hi All If i use the ati.SetKeyValue api method to set an Interaction Property value of an interaction and it is not created in Config Manager, is this value

Re: Manager's vs. Agents reporting

calvin francart — Fri, 02 Oct 2009 14:16:00 GMT

Hi Candice. Using a Workgroup to restrively select the agents to report on is definitely the right way to do this. If the report you are using does not allow

Manager's vs. Agents reporting

Candice Shine — Thu, 01 Oct 2009 18:42:56 GMT

Not sure if I am asking for something that exists or not but will put it out there for feedback. Scenario: Our manager's and supervisor's are also agents when

Re: Forcing both Chat and Calls

cblabedz — Fri, 25 Sep 2009 02:30:04 GMT

Greetings, Sorry for not responding in closer proximity to the other messages, but I had a quick suggestion to make. I do not recall running into this issue

sizing tool/formula for Chats

grsullivan_2000 — Thu, 24 Sep 2009 16:07:39 GMT

does anyone have a suggestion on how we might be able to project system load (network, memory, cpu) for Chat? we checked with Apropos and they had no

Re: Forcing both Chat and Calls

Greg Sullivan — Tue, 08 Sep 2009 16:45:02 GMT

I'd say, Candace, your assumptions may be correct particular to your environment, and may not be correct particular to ours. If I understand what you are

Re: Forcing both Chat and Calls

Candice Shine — Fri, 04 Sep 2009 22:07:37 GMT

Not sure but I don't see how the system can force an interaction if the agent is already engaged in an interaction. Doesn't it look for 'available agents ' in