We currently use post call surveys.  The way it works in our environment is that a custom post call survey application is built in CVP and once an agent disconnects a call, a customer who has opted to take the survey in the IVR is routed back to the ...

We're using UCCE 7.2 and are moving to 9.0 in a few weeks.  One of the questions that we have had is how to determine the termination point of a call.  I'm looking for a way to report through either the HDS or call manager whether the agent or the ca...

One segment of our call center handles technical support calls that can range from 3 minutes to several hours.  I would like to implement a notification that would remind the agent that they have been on the call for a long period of time and need to...