Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: GuMP on January 01, 1970, 12:00:00 AM
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Hi, everybody!
I have been perusing this forum for the last several months, looking up info for our centre. Recently, I have noticed a sudden spike in number of OCS
elated posts. After looking up OCS, I started to wonder why we are not using it.
Before I start seriously thinking about it, I wanted to check something first: WFM + OCS. Is it possible to use WFM with OCS? Can I use WFM to schedule an outbound shift and then use it with OCS?
Let's assume that we will be using blending. Will URS know which agents are where? If I build a schedule where some agents are in outbound and some are in inbound: how can it be used by blending?