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 Telecommunications Analysts.
Overview Below are the login links for Finesse, Reporting, and Administration. Each campus has unique links. Use those listed under your campus. For additional help, contact the ITS Telecommunications Analysts.
Overview Contact Centers are organized into different clusters. To determine your cluster, see Cisco Reporting Websites for Contact Centers. Set Up Your contact center must be setup to use this tool prior to use. To setup and to obtain your user ID and PIN, contact a Telecommunications Analysts. Step 1: Determine your Cluster Dial-in Number
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. Set Up Your contact center must be setup to use this tool prior to use. To setup and to obtain your PIN, contact a Telecommunications Analyst. Step 1: Determine your Cluster Dial-in number from the table below: