Hello,
If is call on virtual queue, can monitor the agents not only in local site, but and in other site (multi site routing).
Now the call is routed to virtual queue, and then will be free agent the call will be routed to him. I want that for free agents will be monitored both sides.
How I have create the strategy?
Virtual Queue is only for Reporting Purposes, for example to see calls queued in a multisite environment: you can queue a call with IRD to a Virtual Agent Pool (a distributed pool of agents across sites you create such a group inserting agents located in different sites) and choose (in the target object in IRD) a VQ in order to monitor (naturally creating a new Template in CCPulse based on VQ) all calls indipendently from the site where call arrived at first.
Is it possible to have a virtual queue group in order to report total statistics for more than one??
Yes - You need to create object called DN Group with object type set to ACD Queues and inside this group You can put as many VQ’s as You need
Thanks! That´s whay I was looking for! 