Distributing Status Data to Agents

Call-center administrators might want to distribute call-center statistics from the switch or CTI middleware to call-center agents for display in the message broadcast area of the Siebel client. For example, it might be useful for an agent to know how long a call has been in an ACD queue before taking the call, how many calls are currently in an ACD queue, or the average talk time for a call. Consult the documentation for your switch or CTI middleware for information about how to retrieve call-center statistics.

You configure message broadcasting in the Message Broadcasts view, located in the Administration - Communications screen. For more information, see Siebel Applications Administration Guide.