Feature | Description | Available for CCX | Available for CCE |
|---|---|---|---|
Team Administration | Team Administration offers the Cisco contact center supervisors to manage team data including agent skills, queues with an easy-to-use user interface. Supervisors work in a workspace where they could see data of their own teams only. One team in UCCX corresponds to one workspace in Team Administration. |
|
|
Supervisor Workspaces | Supervisor workspaces cater to the needs of multi-tenant, multi-department, or multi-site contact centers where each tenant or contact center shares a single UCCX cluster and is managed as an independent workspace from Team Administration. |
|
|
Easy Announcements | Easy announcements let supervisors create IVR announcements on their own. An easy announcement is one or a group of prompts played on the IVR to the caller(s) calling from a specific region and on a particular Dialed Number (DN) during a particular period of time. |
|
|
Business Calendars | Business calendars allow contact center administrators to manage hours of operation of the business and add public holidays. Users can create calendars per physical site and define business shift timings, exceptional openings, and public holidays for each site. |
|
|
KPIs | Users can define business KPIs and set/modify the value of the KPIs to customize the call treatment accordingly. This resembles turning a switch on or off based on a certain condition. |
|
|
Caller Lists | Caller Lists help in providing specific IVR treatment to callers based on the caller type. For instance, giving prioritized treatment to VIP callers or block prank callers. Users can create specific caller lists and start adding callers to the list so as to provide different treatment to them based on the list to which they belong. |
|
|
User Management | User Management allows managing user roles and privileges of different application users |
|
|
Legend
Icon | Description |
|---|---|
| Fully Available |
| Not Available |