Weâre inviting professionals from Retail and Hospitality operations to join our research participant pool. This initiative aims at understanding what truly makes retail operations experiences at HQ and stores exceptional. By signing up, youâll gain e...
Teams in Workforce Optimization for CSM Organize your customer service teams into assignment groups, define key performance indicators, and monitor team performance from a centralized location. Overview The Teams module enables you to set your...
Manager Dashboard in Workforce Optimization for CSM A centralized dashboard providing real-time visibility into team performance, work distribution, and actionable alerts. Manage approvals, track KPIs, and oversee your customer service operations f...
Scheduling in Workforce Optimization for CSM Plan shifts, create schedules against demand forecasts, and manage time-off and shift swap requests to ensure the right agents are available at the right time. Overview The Scheduling module enables...
Channel Management in Workforce Optimization for CSM Monitor real-time performance across all service channels and queues. Track agent availability, manage work distribution, and collaborate with your team to resolve customer issues faster. Over...
Getting Started with Workforce Optimization for Customer Service A comprehensive guide to implementing Workforce Optimization (WFO) for your customer service teams. Learn the key modules, understand the implementation phases, and discover the resou...
The users are not able to create a custom list under My Lists tab in any workspace (OOB SOW workspace and custom built Workspaces).I believe these lists are created in sys_ux_my_list table as my custom lists appear here.There are two ACLs but both st...
Hi Community,I have configured appointment booking but not able to select slots in portal. I have added agent's work schedule also. But not able to select any slots on any day ("No slots available" or slots are read only).What may be the problem? Cou...
Hi Community,I am not able to select agents in dispatcher workspace though I have associated agents group and dispatcher group with suitable "type" field including with correct location for the group. So, what may be the issue, why am I not able to s...
Hello Everyonei have a requiremt where i have to show some table data into thr form of pie chart and donout on the portal in a page inside a container and below and above that some other widgets.for that i created Platform Analytics dashboard as you ...
Table of Contents OverviewPlanning Requirements gatheringThings to consider Components Initiative roadmapWorkflow LauncherTablesScheduled Jobs Configuration Data Sources and Context Engine Mappers Testing PrerequisitesExecutingTroubleshooting Appendi...
Hello everyone,I am working on a CSM portal where external customers can submit Catalog Items. We are using the OOTB functionality where submitting a Catalog Item automatically creates a Case + REQ + RITM linked together.The Setup:The external client...
When posting comments on cases from the portal, I use the mention feature. However, the search results for mention suggestions fill the entire screen, and scrolling is not displayed.I would like to display the mention suggestions with scrolling, simi...
I will use an imagined situation to demonstrate when and how to use staggered decomposition. Here it is: - I sat with Nadia, a Telecom Product Manager from Company XYZ. Sheâs working on creating a Full Fibre Broadband Service specification. This ...
Hi community,I have created a work order template (record producer) for which there are 3 variables - contact from user table, hospital name from account table and hospital location from location table. I am able to populate logged-in user's name, ac...
