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Hopefully a simple question but in UCCE 11.6 (and other versions) is whisper time included in the handled time for a call and hence AHT (Average Handled Time) for an agent?
Hi, I am trying to create a group of users on CCDM that only have rights to change attributes and agent team memberships of existing Agents. To be honest the CCDM security model seems overcomplicated and am getting very confused. Any tips on how I wo...
Looking at the PQ historical and realtime stock reports. Is there a way of selecting a number of PQs and calling these something different and having the stats grouped into that new overarching group. Would be a bit like creating Enterprise Skill Gro...
Hi,
Trying to replicate Avaya feature of being able to prioritize Agents within a queue. I.E. Agent 1 and Agent2 are members of PQ1 and PQ2, Agent1 should always have calls from PQ1 presented ahead of any call in PQ2 even if calls in PQ2 have been...
Hi All,
Is there a Cisco doc or link that has exactly what each CUIC stock report does and which fields\Views you can choose from with descriptions from each?? Realise this would be a big document!!
Ideally version 11.6 for UCCE 11.6
Thanks
Did you have a link for the call transfer topic please? And the CVP call flows... I have worked with ICM\CCE in a range of roles including design and support but these questions just stumped me completely
I have just taken the 500-443 exam and failed it... It is ridiculously hard and a mixture of PCCE and CCE. I would suggest that not many of the answers can be found in any Cisco documentation and it is just a push to get people of the training course...
