Heads Up :
The post you are writing will appear in a public forum. Please ensure all content is appropriate for public consumption. Review the employee guidelines for the community here.
I'm managing a contact center currently using UCCX Premium 7.0(1)SR03_Build011. I need the following in the worst way:I need to configure the system to divide the CSR's into three groups. The first being the primary, to answer incoming calls. The ...
Hello,I am new to "completely" managing a small contact center using UCCX 7.0. My skills at configuration and script writing are extremely limited. However, I am a quick learner especially, when I don't have a choice. I have very limited technical...
I've been looking around much and need the Community support!I would like to configure our system to do the following: Mon Tue Wed Thu FriA 6 5 4 3 3B 1 2 3 4 4C 1 1 ...
I'm interested in knowing how other contact centers use the RESERVE time. What is your "wrap time" set at? Ours was set at 12 seconds when I came here. When you add the ring time, customers were waiting an additional 12 to 21 seconds on top of the ...
We are using a Cisco 7940 series phone. I have two new hire CSR's coming soon. I want them to be able to sit with an experienced CSR and silent monitor calls as they are taken, without using a speaker. I can't find the solution to this anywhere. ...
Chris, Brian, Aaron,Thank you for all the input. I made changes and have made many tests to confirm various outcomes and it all appears to be working! I've set it up so the resource pool or model is not being changed, only the Resource Selection C...
Brian,I've made the changes you described and am testing at this time. QUESTION: If I needed everyone on the same level QUICKLY, would I just change the Resource Pool Selection Model to RESOURCE GROUP?
Chris:The link is a great source. I am having trouble changing the competence level and getting the change to save.I went to ASSIGN SKILLS after selecting one name (resource). I selected the one and only RESOURCE GROUP we have. I changed the COMP...
This is good information. However, I've not configured CSQ for each group as I'm unsure on how to create/configure to each day differently as shown on the chart.
