contact center agents

Unanswered Question
Apr 8th, 2009

I am in process of preparing to install contact center. Is there away to put in a schedule of agents so you know who is supposed to work or be in the queue?

Thanks

I have this problem too.
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david.macias Wed, 04/08/2009 - 13:44

This is usually handle through some sort of WFM tool. I think UCCX 7.x has a rudimentary WFM tool.

david

david.macias Wed, 04/08/2009 - 21:00

Wait, Calabrio ships with 7.x?!? Wow, I had no idea, I worked with them last year and it was pretty nice, but this was Enterprise.

david

lohjintiam Mon, 04/27/2009 - 22:16

Yup. The version currently shipped with UCCX7.0.1 is WFM8.2.3.

The next one, WFM8.3.3 supports the following

UCCX v5.x, 6.0, 7.0

UCCE v6.x, 7.x

Thanks!

JT

Jonathan Schulenberg Tue, 04/28/2009 - 10:12

Just to clarify: Calabrio WFM does not "ship with" CCX 7. It is AVAILABLE for PURCHASE and can integrate with CCX 7.

CCX does not have a native scheduling function.

wplantier Tue, 04/28/2009 - 10:15

My understanding was that 7 had some kind of version of the WFM. Not a good one but a toned down version.

lohjintiam Thu, 04/30/2009 - 01:57

j.schulenberg is correct. Calabrio/Cisco WFM needs to be purchased ;)

jrogers22 Wed, 05/06/2009 - 20:31

You have to purchase CCX Premium (SRP $1K + per seat) to even be able to use CCX WFM add on. There are other WFM vendors on the market with much better pricing and you would not need purchase CCX premium. Suggestions: Monet, Pipkins, Telrex, VPI

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