Emergency! That’s the word we all dread and the quicker you can react the better. In a contact center that means the ability to redirect routing instantly and do so either very quickly at one’s desk if the situation allows or certainly from a mobile device. Here’s a way you can do this for ShoreTel […]
Imagine if you will: a complex business environment where commerce and public facing tasks rightly take place in a fully-fledged ECC where simpler tasks are handled by Huntgroup or WG equipped users. Reporting “out of the box” is separate as we know, but wouldn’t it be nice to at least count the WG calls and […]
Traditionally, most contact centers like to build a list of holidays that determine open or closed status and how those calls should be treated on those days. That’s certainly workable within the ShoreTel PBX, and doing this in ShoreTel Enterprise Contact Center (ECC), allows the contact center to operate 24/7, even if the business is […]
One of the handier things you can do with ECC is schedule “Night Coverage.” Among those of us who’ve carried a “beeper” (the what?), we know what this means. It’s about being on call. Interesting routing options can include ShoreTel mobility users as ECC can direct dial any internal extension and that includes Mobility extensions. […]
We know ShoreTel Enterprise Contact Center (ECC) can allow a supervisor to move agents around, Group to Group, or log them out by removing them from all their groups in Agent Manager or by using the Diagnostics Tool as well. But what if I need to log in just the people who I choose to […]
Hey, who hung up? The Contact Center Interactive Viewer (CCIV) knows. When you click on an ECC event in CCIV you will see three options for “Disconnect.” They include everyone’s favorite “Normal” as well as “Transfer” and “Hang Up.” This last option indicates that the caller hung the phone up prior to the agent. Now […]
It has been asked, “Can you do a post call survey in ECC? (Enterprise Contact Center) ” The answer is “yup,” and here’s how: This script is built with the ever-flexible IVR Applications Markers in ECC scripting. The idea is to create Application Markers that are named as your survey questions. That’s the whole trick.
In ECC we have a couple of ways to see what happened at any point in the day. We have Historical Reports certainly and Real Time feeds (Agent and Group) that are very exceedingly useful but take a peek at the often overlooked “Group Hourly” Report. It’s a bit of a “flyover” report as people […]
Back in April we published a nifty little insight into accessing your ShoreTel Contact Center Agent Manager on your iDevice. This got people thinking. And someone inquired about setting up an easy speed dial for when a call is parked on 8000. Now, options abound, but “Park” should be replaced by some IVR handling.
Heard at 9:15 AM: “I need that data NOW!!! Email it to me please…” Ever hear that from the Contact Center manager/director/person-truly-in-charge? Using the Contact Center Interaction Viewer (CCIV) to track calls in real-time, you can create a pdf report complete with columns and headers in about 30 seconds.