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8
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Highlighted
Beginner

contact center agents

I am in process of preparing to install contact center. Is there away to put in a schedule of agents so you know who is supposed to work or be in the queue?

Thanks

8 REPLIES 8
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Engager

Re: contact center agents

This is usually handle through some sort of WFM tool. I think UCCX 7.x has a rudimentary WFM tool.

david

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Advocate

Re: contact center agents

I don't think Calabrio would like you calling their WFM product rudimentary. ;-)

Regards

Geoff

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Engager

Re: contact center agents

Wait, Calabrio ships with 7.x?!? Wow, I had no idea, I worked with them last year and it was pretty nice, but this was Enterprise.

david

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Enthusiast

Re: contact center agents

Yup. The version currently shipped with UCCX7.0.1 is WFM8.2.3.

The next one, WFM8.3.3 supports the following

UCCX v5.x, 6.0, 7.0

UCCE v6.x, 7.x

Thanks!

JT

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Re: contact center agents

Just to clarify: Calabrio WFM does not "ship with" CCX 7. It is AVAILABLE for PURCHASE and can integrate with CCX 7.

CCX does not have a native scheduling function.

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Beginner

Re: contact center agents

My understanding was that 7 had some kind of version of the WFM. Not a good one but a toned down version.

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Enthusiast

Re: contact center agents

j.schulenberg is correct. Calabrio/Cisco WFM needs to be purchased ;)

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Beginner

Re: contact center agents

You have to purchase CCX Premium (SRP $1K + per seat) to even be able to use CCX WFM add on. There are other WFM vendors on the market with much better pricing and you would not need purchase CCX premium. Suggestions: Monet, Pipkins, Telrex, VPI

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