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Good afternoon,
I noticed that Finesse Supervisor 11.5 screen is much simpler than Uccx Supervisor 9.0 Desktop. Our customers are asking for same view as Uccx Supervisor Desktop screen. For example, how can I add the fields of "Agents Team State...
Good afternoon, How can I record all incoming call center calls automatically? Do I need 3rd party product or can I do it within UCCX? and also, will it effect any stress load to UCCX server by recording all call center calls? We are currently uti...
Good afternoon,
How can I record all incoming call center calls automatically? Do I need 3rd party product or can I do it within UCCX? and also, will it effect any stress load to UCCX server by recording all call center calls?
We are currently ut...
Time to time, I noticed my UCCX 10.6 configurations were changed and have caused problems in call center.(such as skill set or csq names...etc) We have a quit few supervisors and admin users who have access to the server web page which allowed to cha...
Good afternoon, could some one help me how to configure Resource Selection Criteria by most skilled set?
I would like Agent A to answer only Spanish calls. Unless there are no Spanish calls in queue, then, I need both Agent A & B to answer Engli...
I think this is the TAC's final answer... As I said in previous email , the audit logs don’t record much information. The information is limited and this is working at design. In simple words what you are trying to find will never show up on the au...
Hi Denise & dwfinneganI thought they have capability to view user history logs... but so far no luck.... I did not realize that supervisor web page can change CSQ name which caused incoming calls problem. (Since csq name was changed, the call was ...
Thank you Denise, I opened TAC case but his first reply was "No such feature to see the history of the logging from supervisors and admin users". I just replied him back if he can guide me which logs I can find supervisors logged in and changed sk...
Thank you very much for your reply. If I configured as you recommended as below...
EN csq == EN Skill (5) & SP skill (5)
Jorge - EN Skill (5) & SP skill (10)
Michael - EN skill (10)
My question/concern is when there is no Spanish calls are...
