01-23-2018 01:02 PM - edited 03-14-2019 05:53 PM
Hello,
I'm "playing" with a new multichannel (voice, email, chat) UCCX ver 11.6.
In previous releases (ver. <10.6) there was a dropdown menu with options and one of the option was Cisco Desktop Administration.
In the newest UCCX (ver. 11.6) I cannot find some configurations, that have been in UCCX (ver. <10.6) Agent E-Mail Settings > Contact Service Queue Settings.
For example: "Automatic Response", "Forwarding Address for Deleted E-Mails"
Where can I find these configurations on UCCX 11, please?
Thank you,
MV
01-23-2018 03:12 PM
01-24-2018 08:07 AM
Hello Jonathan,
you are right, but in 11.6 we are missing a lot of useful features available in 10.5.
(see page 211) For example
- send responses using email address
- send automatic response
- review CSQ
and many more...
This is not available in newer version UCCX 11.6 in Subsystems - Chat and Email.
I am confused.
01-24-2018 08:51 AM
01-31-2018 01:25 AM
Hello,
I understand, Finesse will not have 100% feature parity to CAD/CSD, but some of the features (for example: sending automatic response to customer, forwarding deleted emails to configured email...) are the features, why customers have decided to use UCCX Email channel.
01-31-2018 06:51 AM
In my opinion, the auto-response feature wasn't a good experience because - unlike a CRM (e.g. Salesforce, ZenDesk, etc.) - CCX lacks any case management or email thread correlation. Every single email sent by a customer, including follow-up replies as simple as "Thanks!" resulted in an auto-response. Spam, which is likely to result in bounce back email if replied to, would also be problematic since the bounce back itself could trigger an auto response, possibly even an infinite loop. I encouraged CAD Agent Email customers not to use it and focus on a meaningful response from an agent to the customer.
On the topic of a review CSQ: I have been advocating better integration to Quality Management systems for both chat and email so they can be reviewed, scored, and measured the same way a call would. Whatever API allowed this would also conceivably allow the QM application to archive the email/chat as they do with call records today. Again, in my opinion, this would be a better experience and a better use of development time/money than re-implementing the review CSQ from CAD Agent Email. Thus far, my suggestion has yet to be incorporated into the product though.
If the customer wants the product to change they need to speak with their Cisco AM and articulate the functional shortcomings they feel are blocking a transition to Finesse. A business case explaining the monetary value is the only thing that I have seen successfully influence the product roadmap. I'm not a Cisco employee and even if I were, the support forums have no influence over the product roadmap.
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