Chris Jacobsen
Member since ‎04-29-2013

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  • 61 Posts
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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...
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...
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...
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...
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...
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Member Since ‎04-29-2013 11:43 AM
Date Last Visited ‎10-26-2018 12:04 AM
Posts 61
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