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Search took 0.01 seconds. Search: Posts Made By: mkopiec
Forum: Contact Center Applications 05-05-2020, 06:59 AM
Replies: 1
Views: 6,115
Posted By mkopiec
How are you determining the criteria for which...

How are you determining the criteria for which agent is responsible for a given abandoned call?

I ask because typically it is hard to figure out which agent should be held responsible for a given...
Forum: Contact Center Applications 04-21-2020, 11:19 AM
Replies: 2
Views: 4,701
Posted By mkopiec
I haven't come across too many videos that deal...

I haven't come across too many videos that deal with custom reports.

Are you planning on using Report Designer from the CMS Supervisor?

Another good place to start is to see if there are...
Forum: Contact Center Applications 04-17-2020, 08:36 AM
Replies: 1
Views: 4,607
Posted By mkopiec
Angry Not sure why but this post tool removed the...

Not sure why but this post tool removed the spacing I had for the report examples. :mad:

But hopefully you get the idea.
Forum: Contact Center Applications 04-17-2020, 08:31 AM
Replies: 1
Views: 4,607
Posted By mkopiec
CMS Custom Report

Hello,
I am trying to use designer to create a custom interval report that lets the user pull multiple days of interval data. I have the report basically working, however, the presentation of the...
Forum: Contact Center Applications 04-17-2020, 08:15 AM
Replies: 1
Views: 5,807
Posted By mkopiec
Yes it is possible. As far as the specifics on...

Yes it is possible. As far as the specifics on how to do it I'm not 100% sure.

There is a real time stream that 3rd party applications can subscribe to and receive the stream of data. Those...
Forum: Contact Center Applications 04-17-2020, 08:10 AM
Replies: 2
Views: 5,523
Posted By mkopiec
For the auto answer, I am guessing you mean "call...

For the auto answer, I am guessing you mean "call force"? If so, this is set in the Call Presentation Class under Configuration. Once you build a Call Presentation class for call force you can...
Forum: Contact Center Applications 08-28-2018, 12:25 PM
Replies: 2
Views: 7,111
Posted By mkopiec
How were the reports created orginially? Was it...

How were the reports created orginially? Was it in the Report Creation Wizard or in another report writer like Crystal Reports?
Forum: Contact Center Applications 08-23-2018, 12:02 PM
Replies: 0
Views: 3,444
Posted By mkopiec
CMS 18 Tenant

Does anyone know if agents, skills, VDN's etc can be part of more than one tenant in CMS?

For example, I have 3 supervisors A, B, and C. A and B should only see their assigned agents, skills,...
Forum: Contact Center Applications 08-23-2018, 11:50 AM
Replies: 2
Views: 4,378
Posted By mkopiec
The math does not work correctly when you try to...

The math does not work correctly when you try to average things that were already averaged. In order to get the correct result for the grand total you need to work with the raw data, which is what...
Forum: Contact Center Applications 08-03-2017, 01:56 PM
Replies: 1
Views: 3,390
Posted By mkopiec
I actually had a similar situation myself. I'm...

I actually had a similar situation myself. I'm not saying this is the absolute answer, but I did not find a way to do this per email. I found you could handle emails that come in "after hours"...
Forum: Contact Center Applications 07-26-2017, 12:30 PM
Replies: 1
Views: 3,080
Posted By mkopiec
Dirk, What release of AACC are you using? At a...

Dirk,
What release of AACC are you using? At a certain point they created the ability to provide supervisor access to variables and control via partition which variables they can change.

This...
Forum: Contact Center Applications 07-26-2017, 12:24 PM
Replies: 2
Views: 3,882
Posted By mkopiec
Hi, I came across this today looking for...

Hi,
I came across this today looking for something else and remembered your question. Hopefully this might help.

You can create a phonebook data file to allow for the AAAD phonebook to be...
Forum: Contact Center Applications 06-30-2017, 07:45 AM
Replies: 0
Views: 2,699
Posted By mkopiec
CMS Reporting

I have several VDN's that are directed into a vector. Within the vector the call gets queued to 2 splits. The first split right away and if not answered after 20 seconds then it queues to the...
Forum: Contact Center Applications 06-30-2017, 07:40 AM
Replies: 1
Views: 3,717
Posted By mkopiec
Windows updates are fine once deemed compatible...

Windows updates are fine once deemed compatible by Avaya. The reference to the OS is because each release of AACC or ACCS is only compatible on a single OS version.

For example, AACC and ACCS 6...
Forum: Contact Center Applications 01-25-2012, 01:28 PM
Replies: 2
Views: 16,779
Posted By mkopiec
This might be the answer to your issue... A...

This might be the answer to your issue...

A supervisor with Allow Observation of Supervisor Class of Service can
observe another supervisor in the ACD operation by pressing the Observe
Agent...
Forum: Contact Center Applications 10-25-2011, 08:24 AM
Replies: 1
Views: 16,830
Posted By mkopiec
If you have the following installed remove...

If you have the following installed remove it...AvayaAura_CCMA_6.2.204.10-0161_Patch

This is a supplimental patch for SP4 on the CCMA that causes this issue. When removed the Master Script will...
Forum: Contact Center Applications 07-19-2011, 01:09 PM
Replies: 10
Views: 38,638
Posted By mkopiec
Looks like this problem with SP1 goes away when...

Looks like this problem with SP1 goes away when you install the AACC SP4 patches. I had the same issue and after I installed the AACC SP4 patch it was fixed.
Showing results 1 to 17 of 17

 
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