02-12-2018 07:40 AM - edited 03-14-2019 05:56 PM
Hello Finesse Experts,
I have been working with different customers for the last few years to migrate CAD Agent Desktop to Finesse. This morning, I had a presentation for a customer which went well but many valide questions have been asked. For some of them I had the answer and unfortunately for some I did not. Here’re the questions left with no answer :
I really appreciate if you could have an answer for the above questions.
Your help is very much appreciated.
Thanks,
MK
Solved! Go to Solution.
02-12-2018 09:17 AM - edited 02-12-2018 09:19 AM
1. I don't believe roadmap items are discussed publicly. Do you have partner access? If so, you could head over to communities.cisco.com.
2. I believe this is new to UCCX 11.6.
3. Again, new to UCCX 11.6. See link above.
4. Doesn't look like this is an option today. Check #1 above, might be on roadmap.
5. The "Sticky Email Timeout (Hours)" setting in UCCX will expire and then send the email back into the queue.
6. There are stock reports in CUIC for email, else you'll need to resort to CUIC Custom Reporting to get what you need.
7 & 8. Yep! They're called Predefined Response and are configured in UCCX AppAdmin.
"Rich Text Editor is available to create an HTML-based email predefined response."
9. This is not a native feature of the system as far as I'm aware. Supervisors could have the mailbox attached to their Outlook and just monitor the Sent Items to review emails sent retroactively.
I hope that helped. Good luck!
02-12-2018 09:17 AM - edited 02-12-2018 09:19 AM
1. I don't believe roadmap items are discussed publicly. Do you have partner access? If so, you could head over to communities.cisco.com.
2. I believe this is new to UCCX 11.6.
3. Again, new to UCCX 11.6. See link above.
4. Doesn't look like this is an option today. Check #1 above, might be on roadmap.
5. The "Sticky Email Timeout (Hours)" setting in UCCX will expire and then send the email back into the queue.
6. There are stock reports in CUIC for email, else you'll need to resort to CUIC Custom Reporting to get what you need.
7 & 8. Yep! They're called Predefined Response and are configured in UCCX AppAdmin.
"Rich Text Editor is available to create an HTML-based email predefined response."
9. This is not a native feature of the system as far as I'm aware. Supervisors could have the mailbox attached to their Outlook and just monitor the Sent Items to review emails sent retroactively.
I hope that helped. Good luck!
02-12-2018 10:08 AM
Thanks Anthony,
Unfortunately, I don't have Partner access to see the discussions about roadmap.
So, the way I understand, in none of the available versions of UCCX-SocialMiner we have agent-to-agnet and agent-to-supervisor chat availalbe. Is that correct?
Thanks,
Mk
02-12-2018 12:01 PM
02-12-2018 12:02 PM
Thanks you!
02-12-2018 12:13 PM
One more question:
I don't seem to be able to locate the reports in CUIC for email. Would you please be able to point me to where I can find those reports.
UCCX version: 10.6
Thanks,
MK
02-12-2018 01:40 PM
02-12-2018 01:47 PM
Thanks Anthony,
I can see the reports but it seems no email activities are been recorded. The reports are empty.
MK
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