![]() ![]() ![]() Please note that the reporting modules has features which are not supported at UW-Madison. An overview of the Cisco Unified Intelligence Center which provides reporting for groups using the Cisco Contact Center Express software (Finesse) Supervisors have access to run reports. the opt out at any time, etc)ĥ. UCCX 12.5 - Reporting for Supervisors Overview. While we all would like to believe our scripts are flawless, UCCX applications depend on many. The scripting guide touches on all of this and the forums are a great resource but for newcomers searching for answers to script issues is often a daunting task as you're not really sure what in fact you are looking for (i.e. Document/Grammar/Prompt errors User errors Configuration errors. ![]() I know the SRND shows this callflow but a more in depth explanation would be useful.Ģ.) Disaster Recovery scenarios - forward on busy/no answer, etc.ģ.) Troubleshooting UCCX - explanation of trace\debug settings.Ĥ.) Optimizing Script Functionality using XML, Global Session Mappings, etc. After purchasing Cisco Unified Contact Center Express (UCCX) for your environment, you are Cisco offers two licensing levels for UCCX customers: enhanced and premium level licensing Cisco Unified Contact Center Express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that is easy to UCCX Community. Some of the topics I would definately be interested in seeing in any UCCX media would be:ġ.) Discuss relationship between UCM and UCCX - Call flow, JTAPI, etc. I have also been looking for either UCCX classes and relevant books - which are basically non-existant. You can also select a team from a list of teams assigned to you and view their current state, time in state, and extension. Currently, I have a set of xml documents for customer service and billing with dates and times on them with static times and days for the queues. ![]() With Supervisor status, you can check statistics of a call, manage calls, check team data, and monitor your teams calls. I have been working with UCCX for a little over a year now and am just now starting to feel comfortable with the basics. If you have a Supervisor role, you will need to know the Agent functions to perform several tasks. ![]()
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