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Hi, apologies if this question was already asked. I need to monitor around 50 IBM queues on Solarwinds using Lamaxu. The thought of having to manually enter the queue names and components e.g Current Depth, Message Age, Last Put Date Time seems so tedious. Is there a faster and easier way of accomplishing this?
We are looking to utilize queues with round-robin assignments in our organization, but found there isn't an easy way to quickly view the status of each agent outside of going into settings-->users & groups-->queues and hovering over each agent. We would like to give team leads a "dashboard" type view of their queues, with…
I really like that when an administrator clicks into a user's profile from Users & Groups -> Users, that it shows the groups that they're apart of. This really helps with granting permissions/access to tickets they may need to see. What would really be useful as well is knowing what Queues the user is apart of as well,…
The majority of customers are using the Round Robin Queue. However, there are occasions when users are away from the office but forget to deactivate their availability. As a result, tickets continue to be automatically assigned to them. Allowing an option to disable user availability would prevent tickets from being…
I would like to see the following. * The ability in Queues to activate and de-activate agents when they are on sick leave or PTO or returning rather than have the agent responsible. The current work around is to delete them from Queue and re-add when they return. * A widget in the dashboard that will display Agents active…
It would be useful to be able to update your availability for as an agent for each individual queue you are assigned to. Use case example: we have rotating helpdesk coverage where not every agent is working the helpdesk every day. Some tickets need to be addressed as soon as possible and others can be addressed later. If…
Hi, We've WHD up and running for the past month and it's now beginning to generate a certain degree of disgruntlement among our Level 1 group. Our team are on a telephone hunt-group along with a receptionist. Ordinarily, the receptionist would log calls to the Level 1 pool within WHD and the call would be assigned by…
I'd like to have all the clients be able to view my current ticket queue. I'm the sole tech and would like all clients to be able to see the current ticket load so they can see what I'm working on. How would I enable that? It looks like I could just make everyone a client admin, but I'm not sure if that's really the best…
Hi, I want to have an alert for my exchange queues, so that if they back up past a particular threshold, I can get an alert. How can I set this up? Regards, Chris
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