by Jeff Myers | Dec 22, 2022 | Agents
The representatives. The people. The Agents. The connection between your company and customer starts here. CXM integrates with a wide variety of phone systems and recording environments. Some phone systems treat the person and the phone extension as the same thing...
by Jeff Myers | Dec 21, 2022 | Agents
If you have ever tried to update on of the required fields for an Agent, you will have seen a warning message pop-up like the one below. It warns of inconsistencies with grading and reports, but it does not explain what those inconsistencies will be. Here we are going...
by Jeff Myers | Dec 15, 2022 | Terminology, Tools and Features
At CXM, we strive to provide our customers with a simple user-friendly interface that allows for quick integration into their environment. Still, there is some terminology used in CXM and referred to in our guides that should be explained. Call(s) / Recording(s) /...
by Jeff Myers | Dec 9, 2022 | Tools and Features
In CXM, when the need arises to create batches of Call Objects (aka Users, Agents, Stations, etc.), the Import tool will cut down on the repetitive clicks that would normally be required to create them. It can seem like a daunting task at first to prepare the Import...
by Jeff Myers | Dec 8, 2022 | Users
The User Security Details controls which recordings in CXM a user will have permission to see and interact with in the Call Search, Coaching, and Reports sections of the UI. It is critical in systems where multiple departments are being recorded. With these options,...
