We're looking at a UCM6/UCCX7 deployment, and I had a question about a new feature.
Are there any features in UCCX7 to allow for customized call documentation/tracking. We don't use a full blown customer service or call tracking product -- in fact we don't have anything. But if we deploy UCCX, I know there is historical reporting and UCM has call detail records.
My question is, is there a capability for an agent to record customized notes(such as reason for call, resolution, etc). And then an agent could do a search and pull up a callers previous calls, and view the notes?
Or would this require a third party app?