Maximum return on investment for contact centers is provided when your company's business rules can influence the behavior of the contact center. Cisco Unified Contact Center Express routing capabilities facilitate categorization and prioritization of customer contacts in a way that best meets your business requirements to ensure that each contact is routed to the right agent at the right location the first time to maximize first call resolution. Cisco Unified Contact Center Express routing supports a wide range of routing logic that can accurately target and selectively route different classes of contacts - or even single out individual contacts for customized, prioritized routing treatment.
Call-routing behaviors based on conditional events such as time of day, day of week, or holiday routing as well as the ability to specify service levels and move contacts between agent groups and reprioritize contacts in queue based on your business rules are available. The Cisco Unified Contact Center Express Premium product integration with your enterprise's customer database can help ensure that the optimal routing decisions are made; the application can give agents extensive information on a per-contact basis through a customer relationship management (CRM) or other application screen pop.
About Unified CCX Editor
The Cisco Cisco Unified CCX Editor enables you to develop a wide variety of interactive scripts. The Cisco Unified CCX Editor simplifies script development by providing blocks of contact-processing logic in easy-to-use Java-based steps. Each step has its own unique capabilities, from simple increment to generating and playing out prompts, obtaining user input, queueing calls, or performing complex database operations.
Although the steps are written in Java, you do not need to understand Java programming to build a Cisco Unified CCX script. You can assemble a script by dragging step icons from a palette on the left pane of the workspace to the design area on the right pane of the workspace.
The Cisco Unified CCX Editor supplies the code required to connect the steps; you provide the variable definitions and other parameters. You can validate and debug the completed script directly in the Cisco Unified CCX Editor.
|1||Palette pane||Use the Palette pane to choose the steps you need to create your script.|
|2||Design pane||Use the Design pane to create your script.|
|3||Message pane||Use the Message pane to view messages when you are validating or debugging a script.|
|4||Variable pane||Use the Variable pane to create, modify, and view variables for your script.|