Contact Centre (CE)
This will includes the questions related to our Customer Engagement product (Versions 5.4, 6+).
- 7 Topics
- 11 Replies
Is there a way of passing parameters from a standard app to a template?The studio documentation describes how we can use template public resources to allow standard apps to subscribe to template apps topics. Is there a way for the Standard app to perform this type function?
I’ve been looking at updating the Lead stating from any status to Qualified – I’ve setup a button which invokes a SetQualified command as shown below…you can see I’m passing the LeadId: …but when I try to use this in the application, I get the following error:
We know how to get the data into a report but how do we write customer calculations based on the data we have pulled from the global action sets and then manipulate it to form specific variables such as counts and percentages?An example would be: If a customer queue time is >1 and agent active time for the specific call = 0 (or Null) then add one to an int variable called “Abandoned”. We would then want to report on the above variable “Abandoned” and use it in further calculations to work out SLA.
Can someone give me instructions on how to configure a voicemail box to output voicemails to email in CE6, please? I see the Contact Centre unit must be configured in Advanced to send voicemails as an attachment (done) and I see there is a box for me to enter an address (no indication of what the delimiter to be used is, but I only have one address in there for now) and in the IVR I have selected to record voicemail, which works for me, but the emails aren’t being sent out. There are two mailboxes set up already, so presumably it’s not that. Trying to confiure on Pagero.
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