MUG Newsletter: July 2019 Issue

A few selected articles from the July 2019 issue are presented on this page. To read the full issue, click the button below. Back issues can be found in the Archive box at right.

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From the MiContact Center Tip Desk

By Patrick McDowell – MiCC Customer Advocate

Its been a couple of months since we’ve talked about some of the powerful features of the IVR and this month I would like to introduce you to another VERY powerful feature of the MiCC IVR – TheMiCCSDK API (MiContact Center Software Development Kit Application Programming Interface). What does this do for you? Pretty much anything you need it to!

The MiCCSDK APIs allow you to read or write different types of performance, configuration, or user data using workflows and API calls.

The first thing you need to know is what the APIs are – you can access the API documentation in a web browser. Go to the addresshttp(s)://yourservernameorIPaddress/MiCCSDK  (for example, and then click the Documentation link after you have logged in. Each API comes with a “Try It” button so you can see what the effect of the API is.

Within the IVR workflows and subroutines, you access the MiCCSDK with an EXECUTE > WEB SERVICE activity. All API calls are “REST” Web Service Types, all require you to add a header, and if you need to pass a parameter to the API (your API URL has {id}in it to represent a value such as an Agent ID, then you add that as an input parameter, choosing a value from a system or user variable.

Let’s try this example – you would like to know the ID of the last agent who interacted with a case (so you can route a return call from the same customer directly to the last handling agent instead of just putting the call into queue). You will add an execute activity of type Web Service, URI ={id}, Http Action: GET, Web Service Type: REST, Headers -> Parameter: --header, Value =Accept: application/json, Input Parameters -> Parameter: id, Value = Caseid, in the Test Value field, put a valid Case number. When you click the execute button, the API will query the case# you put in the Test Value field and return a lot of data. You can then filter the results to output LastAgentID into a variable that you can then use for additional logic in your workflow.

I encourage you to experiment with the MiCCSDK and then let your imagination run wild – the things you can do with the SDK to enhance your workflows, and ultimately your callers’ experience, are almost endless.




What is WFM?
By Teleopti

Learn how WFM can improve customer satisfaction and increase employee engagement

Customer service organizations face a number of challenges from within and outside their organizations. Profitability and business growth, customer loyalty and advocacy, the acquisition and retention of employees – all are major responsibilities that are critical to the health of a customer service organization.

At first glance, there are more questions than answers: how to keep customers satisfied when their loyalty is decreasing and yet their expectations are increasing? How can I keep my employees engaged while fostering an environment of growth and development? How will technology influence the way we interact with our customers?

Enter Mitel Workforce Management, which effortlessly integrates with your MiVoice Businesses/MiContact Center.

Workforce management (WFM) is a strategy that organizations can employ to make sure that their most important resource, their employees, are effectively planned, managed and engaged. Understanding the issues that companies face really helps define what workforce management is, and how it can be used to optimize operations, satisfy customers and increase employee satisfaction.

What is WFM?

Let’s start with what is workforce management (WFM) is and how it can prove vital for a company.

WFM encompasses 6 key processes: forecasting, planning, scheduling, operating, reporting and performance analysis.  Of importance is to recognize that each part is dependent on input from the next. Once up and running, there is no beginning or end. Instead, it is a living, breathing and sensitive entity, subject to constant change. With a sound process in place and active input from affected organizational units, negative impacts can be greatly diminished.

Mitel’s workforce management solution leverages these six key processes to ensure companies connect with their customers when and where they need them, thereby creating outstanding customer experiences. Mitel WFM smoothly integrates with your Mitel contact center, providing your organization with a seamless experience.

Improve customer experience and Empower Employees

WFM is an operational philosophy that strives for continuous improvement in customer service, employee satisfaction and operational excellence. But managing the workforce is a tricky balancing act of trying to satisfy the demands of customers, staff and operational needs. What are the different expectations?

  • Customers expect quick and simple access to quality service
  • Employees expect work-life balance and work satisfaction
  • Management expects efficient, profitable, sustainable operations, while ensuring the above two sets of expectation are met

Robust, automated WFM solutions, such as Mitel Workforce Management, integrated with your Mitel Contact Center, are able to balance these demands properly, with positive outcomes: superior customer interactions, engaged employees and efficient, controlled operations. This is the beauty of a good WFM solution.

Leveraging Mitel Workforce Management

Do you have an effective WFM solution at your organization or would you like to get more information?  If so, please reach out toVickie McGovern to learn how Mitel Workforce Management can improve customer satisfaction and increase employee engagement.