Contact Centers

Contact Center Open/Close Utility This utility allows supervisors to open or close their contact center during both normal business hours and after hour use. Important: Contact Centers are organized into different clusters. To determine your cluster, use this link: Cisco Reporting Websites for Contact Centers.
Overview The Contact Center metrics dashboard provides data on the calls made to the university contact centers. Each contact center is able to see their metrics and filter information by selected call queues.
Automatic Call Distribution (ACD) ensures that representatives who answer calls correctly logs into their own ACD group and not another group. Correctly logging into the appropriate ACD group also results in accurate statistical reports for each ACD group.  Important: Always use the Login ID and password on the phone located by the Make Set Busy (MSB) key.  For additional help, contact the ITS Infrastructure Telecommunications Analysts.
Overview This document provides information on obtaining and recognizing the current Cluster to use to get access to your Finesse Login and your Reporting Login.  To obtain the correct Cluster please find your department and follow the link above.  For additional help, contact the ITS Infrastructure Telecommunications Analysts.
Overview Note  Contact Centers are organized into different clusters.  To determine your cluster, use this link: Cisco Reporting Websites for Contact Centers.