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PCCE Precision Routing

santiago_figueroa
Level 4
Level 4

‎11-06-2013 08:09 PM - edited ‎03-14-2019 12:42 PM

Hello I need help please! I have PCCE 9 .I am trying to integrate with WFM of Verint Impact 360 but I see that it works with only skillgroup the WFM, Does anyone know if you can do that WFM work with precision routing feature?

can anyone help me?

Thanks

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david.macias
VIP
VIP

‎11-07-2013 06:43 AM

I don't know about WFM, but I believe it as precision routing is relatively new.  I've yet to see a WFM that works with PQs, but this doesn't mean it's not out there.

david

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lohjintiam
Level 4
Level 4
In response to david.macias

‎11-07-2013 08:12 AM

FYI. For the current version of NICE IEX, it will collect call volumn data at Precision Routing Queue level. And doesnt go deep down into attribute level. But i was told that is in the plan.

So for now PQ need to be designed in a way to support. I would believe the same case for Verint.

Thanks!

-JT-

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lohjintiam
Level 4
Level 4
In response to david.macias

‎07-06-2015 10:37 PM

Hi,

Any idea if its currently supported?

Thanks!

-JT-

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