Blog Archives

ShoreTel Contact Center Drills Down on Call Details

By: Matthew Weiner, Product Sales Specialist - Contact Center Practice

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 […]

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