One of the most common business scenario while implementing USD in contact centers is to know the Total time the agent spent in a session and the time actively he/she worked on the session. This can be very good information for all those managers out there to understand the pattern of calls, time taking to…
This is the continuation to my previous post where I have explained how we will install the Visual studio templates for USD, Configuring the control and do a quick test on how the control looks in USD. In this post, I will try to explain how we can get and set the data from Replacement parameters and…
So far I have worked on 3 USD implementations and multiple CCA projects as well. One of the most common requirement for almost all these projects is “Validate/Verify customer”. During an Incoming/out going call the first thing majority of the call centers do is “checking” whether he/she is the right customer. In all the projects…
Before coming in to the subjected topic first let me talk about some scenarios (some close to real world scenarios) Occasionally My agents have to Search for a post code and find the location, What would you suggest ? Based on customer voice, my agents have to send an Escalation mail to take up the…
