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Fundamentals of Call Types, and Call Type Manager
“You see, the problem is that you don’t understand Call Type Manager”. This lone sentence rings as clear in my mind today as it did on the day it was directed towards me. It made a lasting impact! This...
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Implementing Call Types
In a previous submission I dove into the importance of basic understanding of Call Types (CT) and Call Type Manager, as they relate to routing scripts in ICM. Fine. So now we are able to call a script...
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The Art of Agent Reskilling Tool
Moves, Adds and Changes (MAC)are just part of ICM administration. End of story. In my experience it does not matter what title you have been granted, what pay grade you have been allotted, or what...
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Sorting Out Peripheral Variables
I stared blankly back at my colleague and friend, frustration slowly mounting. In a ridiculous show of emphasis I threw my hands up in exaggerated disgust, while announcing to anyone who would listen...
View ArticleFirst Look at CUIC
As I promised (threatened perhaps?) in a previous post I am going to write a few articles about Cisco contact center reporting. This is an important aspect of call center administration, and while you...
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CAD or CTIOS? That is the Question
I didn’t know what questions to ask, and as a result our Cisco “partner” and implementer took matters into their own hands. Can’t hardly blame them for that, it is not their job to somehow obtain...
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