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  • Calculating real time AHT

    Hello, We are fairly new to Aspect and I can't figure out how they recognize "Talk Time".  I'm trying to calculate real AHT as talk time+hold+wrap/offered to get a real time AHT.  However, the rt_activeDura...
    Eric Shapiro
    created by Eric Shapiro
    Calculating real time AHT

    in Aspect Via

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    • Call Detail Report in Via

      We recently migrated to Via from Zipwire. I am looking for a report in Via that shows every call along with the ANI and DNIS, final destination, disposition, etc. Over half of our inbound calls are transferred out to ...
      Candice Grella
      last modified by Candice Grella
      Call Detail Report in Via

      in Aspect Via

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      • Migrating to VIA

        We are about to start our migration from Aspect CallCenter to VIA.  It is hard to tell what we don't know, and more importantly, don't know to ask.  Can anyone provide suggestions or tips and tricks for the ...
        resol
        last modified by resol
        Migrating to VIA

        in Aspect Via

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        • Aspect certification

          Hi Team,   Do we have certification in Aspect?. I am new to Aspect and looking out for certification.   Regards, Navaneeth M - +91-6380173673
          Aspect certification

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          • changing agents shifts in VIA 18

            Hi everyone, I am new to Aspect VIA  WFM and was wondering if anyone has some tips on the easiest way to manually change agents shifts? Thanks.
            GARRY LAVER
            last modified by GARRY LAVER
            changing agents shifts in VIA 18

            in Aspect Via

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            • Any one using Aspect Via?

              Hi All,   Is anyone using Aspect Via? Can you share your experience? It seems that here has less discussion on it.
              John Cheng
              last modified by John Cheng
              Any one using Aspect Via?

              in Aspect Via

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              • Aspect Via users in the utility industry?

                Hello all,   We are in the process of migrating from Aspect UIP to Via. We are trying to benchmark with other utilities that are also using Aspect Via. Please let me know if you are a Via user in the utility in...
                stevensoneb
                created by stevensoneb
                Aspect Via users in the utility industry?

                in Aspect Via

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                • Facebook Messenger to CXP Integration

                  Hi guys. Does anyone know how to set up a Messaging Hub, connector and all the pre requisites to integrate CXP to Facebook Messenger? Your help would really be appreciated. Thanks
                  Arshad Moerat
                  created by Arshad Moerat
                  Facebook Messenger to CXP Integration

                  in Aspect Via

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                  • Thoughts on VIA?

                    We are considering an upgrade to VIA next year and I am curious what everyones thoughts are on it? How has it been working for you all? How was the leap going from using M3 to CXP? Anything we need to ask about during...
                    Krysta Koenig
                    created by Krysta Koenig
                    Thoughts on VIA?

                    in Aspect Via

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                    • Is anyone still using a Spectrum ACD?

                      We have quite a large Rockwell Spectrum ACD with all the bells and whistles, that has recently been decommissioned.   We are wishing to find a new home for our box, possibly someone who is still running a simila...
                      Marc Marantz
                      last modified by Marc Marantz
                      Is anyone still using a Spectrum ACD?

                      in Aspect Via

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                      • IDP Via SQL query

                        I'm trying to recreate the IDP via Excel SQL query. I am able to get all the calls, aht and ASA details but I'm struggling with the Staffing Details. I have found the calculation of (Actual Number of Contacts Offered ...
                        last modified by Paul Rimmer
                        IDP Via SQL query

                        in Aspect Via

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                        • Team and Agent performance metrics?

                          For other users of Aspect, can you share what performance metrics you use to measure individual agent and team performance.  (i.e. AHT, email reply time, other suggestions?)  Which reports do you use most of...
                          created by janssenc
                          Team and Agent performance metrics?

                          in Aspect Via

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