Contact Centre (CE)

This will includes the questions related to our Customer Engagement product (Versions 5.4, 6+).

  • 7 Topics
  • 11 Replies

7 Topics

P
Do Gooder (Employee)
pditmoreDo Gooder (Employee)
asked in Contact Centre (CE)

Passing parameters to a studio template

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?

2
E
Do Gooder (Employee)
12 days ago
S
Sidekick (Employee)
Shirley AlemaoSidekick (Employee)
asked in Contact Centre (CE)

Hyperlink on Case Screen

Hi, Can we add a custom field to access a hyperlink on the new case assistant screen? 

1
B
Do Gooder
16 days ago
M
Hero (Employee)
Matt NichollsHero (Employee)
asked in Contact Centre (CE)

How do I update IFS Cloud Lead Status from CE?

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:  

3
O
Do Gooder (Customer)
28 days ago
M
Hero (Employee)
Matt NichollsHero (Employee)
asked in Contact Centre (CE)

No Data in my Wallboard

Why am I unable to see data in the wallboard that I have created in CE6 Studio?  I have followed the tutorials and examples provided but am still unable to see anything.

1
Peter Mace
Hero (Employee)
1 month ago
K
Do Gooder (Partner)
Kenosha NaickerDo Gooder (Partner)
asked in Contact Centre (CE)

Historical Reporting - Inbound and Email - Service Level Calculations

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. 

1
TerryWalters
Do Gooder (Employee)
2 months ago
D
Sidekick (Employee)
DamianBennerSidekick (Employee)
asked in Contact Centre (CE)

How di I configure voicemail boxes in CE6?

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.

2
D
Sidekick (Employee)
7 months ago
M
Hero (Employee)
Matt NichollsHero (Employee)
asked in Contact Centre (CE)

How long is the Audit History held for?

Do you perhaps know the retention period for the audit trail history? 

1
Mohamed Mustafa
Do Gooder (Employee)
7 months ago

Badges

Show all badges
Terms & ConditionsCookie settings