Guided Tour of ICPs Element Manager and associated features.

Note: this video is silent. Text is added to enhance description. This video describes how to use the CC Analytics Online Pivot Table sample application to find customers who gave up while waiting for service in a CC queue. It finds callers who waited at least one minute before giving up. This weeds out disconnects due to misdialled numbers, and focuses on motivated callers. The analysis also weeds out callers who did not subsequently call back successfully. Finally, it shows how to export the data to an Excel spreadsheet and how to apply additional filtering of the data using VB Script.

This video walks the user through a simple example setup all the way to debugging and creating Local & Global functions. This video goes hand in hand with the Web Communication plug-in documentation.

This video demonstrates how Contact Center 7.0 can be used to monitor Twitter and using the Open Queue feature, route key tweets to an available agent. The video also demonstrates how an agent widget has been integrated into their own homepage.