Forum: Contact Center Applications
05-05-2020, 07:59 AM
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Replies: 1
Views: 2,439
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...
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Forum: Contact Center Applications
04-21-2020, 12:19 PM
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Replies: 2
Views: 1,757
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Forum: Contact Center Applications
04-17-2020, 09:36 AM
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Replies: 1
Views: 1,693
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Forum: Contact Center Applications
04-17-2020, 09:31 AM
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Replies: 1
Views: 1,693
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...
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Forum: Contact Center Applications
04-17-2020, 09:15 AM
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Replies: 1
Views: 2,896
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Forum: Contact Center Applications
04-17-2020, 09:10 AM
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Replies: 2
Views: 2,365
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Forum: Contact Center Applications
08-28-2018, 01:25 PM
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Replies: 2
Views: 4,701
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Forum: Contact Center Applications
08-23-2018, 01:02 PM
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Replies: 0
Views: 2,277
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,...
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Forum: Contact Center Applications
08-23-2018, 12:50 PM
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Replies: 2
Views: 3,042
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Forum: Contact Center Applications
08-03-2017, 02:56 PM
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Replies: 1
Views: 2,194
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"...
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Forum: Contact Center Applications
07-26-2017, 01:30 PM
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Replies: 1
Views: 1,879
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Forum: Contact Center Applications
07-26-2017, 01:24 PM
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Replies: 2
Views: 2,437
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...
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Forum: Contact Center Applications
06-30-2017, 08:45 AM
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Replies: 0
Views: 1,532
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...
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Forum: Contact Center Applications
06-30-2017, 08:40 AM
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Replies: 1
Views: 2,373
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Forum: Contact Center Applications
01-25-2012, 02:28 PM
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Replies: 2
Views: 14,913
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...
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Forum: Contact Center Applications
10-25-2011, 09:24 AM
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Replies: 1
Views: 15,599
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...
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Forum: Contact Center Applications
07-19-2011, 02:09 PM
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Replies: 10
Views: 33,817
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