About Chris Jacobsen

Chris Jacobsen · 07-10-2017

When we upgraded from UCCX 8.6 to 10.6 and replaced CAD/CSD with Finesse, we lost the LIVE ASA metric. Finesse/CUIC no longer have the ASA metric in a live form, like what was available in CSD. They can provide the metric in 30 minute intervals (15...

Chris Jacobsen · 05-08-2017

Two of the scripts in question are as follows: Script A: Main IVR script, provides routing to different queues. Accessible from the outside. Script B: Scheduling script. Used to check for holidays, hours of operation, and meeting closures. Script A...

Chris Jacobsen · 04-12-2016

I'm being asked to provide a way to display live ASA (Average Speed of Answer; CSD calls it Average Wait Duration) data in Finesse for each CSQ. I know there is a gadget for displaying ASA for individual users, but we need to see the average for the...

Chris Jacobsen · 04-04-2016

We recently implemented Finesse 10.6. Our agents are requesting the ability to see color indicators next to their co-team agent states as they did in CAD. The close I can find that meets this is the Team Performance gadget that Supervisors get; how...

Chris Jacobsen · 09-23-2015

I have a pretty basic script that has a queue and an overflow queue all in one. Everything works correctly, except the call never terminates correctly if the it is picked up by the agent.Scenario 1:If a call is answered in the main queue, it from th...

Chris Jacobsen · 10-19-2018

We're getting this too. We're on 11.6.2.

Chris Jacobsen · 05-10-2018

Hi Scott, I'm not sure if you have been able to get this configured to your specifications or not, but wanted to throw my experience in. We had the same problem after upgrading from CSD to Finesse, since Finesse no longer has a live feed of ASA, l...

Chris Jacobsen · 07-17-2017

Thanks Deepak. Are you aware of any metric that would be comparable to ASA? Something that would provide a live feed of a metric that would be similar to ASA? Side question, do you happen to know if ASA is in UCCE? Chris

Chris Jacobsen · 05-11-2017

I think I'm following. So you're saying that if I call Script B from Script A, I can't make a change to the application for Script B and expect it to be used unless Script B was the original script being called. Is that correct? If that is the cas...

Chris Jacobsen · 05-09-2017

Thanks Joe and Chris. Sorry if it wasn't very clear. I was struggling to describe it in a way that made sense. I have performed different combinations of refreshes between the application and the script, removing the script and re-adding it, savin...

Member Since	‎04-29-2013 11:43 AM
Date Last Visited	‎10-26-2018 12:04 AM
Posts	61
Total Helpful Votes Received	5

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ASA (Average Speed of Answer) replacement

Application without trigger

CSQ ASA in Finesse

Finesse - Color code agent states

Calls not terminating

Re: I reset this service in 11.5

Re: Average Wait Duration - Since Midnight

Thanks Deepak. Are you aware

I think I'm following. So

Thanks Joe and Chris. Sorry