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 …
Continue reading Sessions history – Capture Active & Total time of Session in USD
One of the key problems/concerns we see after completing development of a USD implementation project is, how do we transfer the configuration data with out any hiccups to the next environment? This risk is a bit high if we are transferring configurations from Test to Live instance where it may not even possible to do …
Continue reading Transfer USD Configurations using ConfigurationMigration tool
Have you ever wondered how many clicks you have to do to take a screenshot and upload as an attachment in CRM Notes? It would definitely be a minimum of 8 to 10 clicks to complete the full process. What if, if there is a way to do it with almost 0 clicks? Yes, In …
Continue reading Copy-paste to upload attachments automatically into CRM via USD
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 …
I would say, This post is an extension to Neil’s USD – Notifications post (link). I want to use it with one another kind-of real world scenario. Let’s say being a Call center Manager, you want to display an important message – “XYZ application processing has been stopped for today, Please make sure you are …
Srikanth Alluri 