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Hello! We are on WxCC for our contact centers, and are in the process of migrating our IVRs from CCX to WxCC. One feature we frequently used on CCX was changing the "Called Address" variable to a DN with a vm box on Unity, then sending the call dire...
I have at least two agents from a WxCC contact center that are not getting the same amount of wrap-up as their teammates. They are configured for 30s, but only get about 4s before being put back into Available. I also see a few with wrap-up durations...
I have a contact center with agents skilled to multiple SBR queues. Is it possible to give one queue priority over all others, if the queues are on different flows? Q1-5 Regular Priority Q6 - Highest Priority Thanks!
We have a dept that wants the APS customized, since that can't be done, I plan on building a custom Dashboard to display the team data they want the agents to be able to access. However, I would need to remove the APS. As the title states, is it pos...
We are in the process of migrating our contact centers from UCCE to WxCC. Is it possible to remove tabs from the Agent Performance Statistics in the Agent Desktop? We're also had supervisors ask if we can put any of this data on the main agent home ...
For business hours, we would route a call from CCX to the target extension to be live answered, if it wasn't answered the call would route to Unity after the ring cycles. For afterhours, we needed the call to route directly to the vm for that exten...
Hi Dmytro, that is correct. We want to avoid send the caller to the DN and making them sit through the ring cycles (for example during afterhours IVR routing), as well as avoid making phantoms in UCM for each one of these use cases to decrease the a...
@bill.king1 I originally submitted it via our account team, and I submitted it via the aha portal this morning: https://ciscocollabcustomer.ideas.aha.io/ideas/WXCUST-I-19560
Is there a way to do this if we are not using Wx Calling? In CCX we would change the Called Address to a DN w/vm in Unity, and CallRedirect to the VM Pilot. I put a "request" in via our CSM to see if the NewPhoneContact.DNIS could be modified to al...
