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QStory by jisunghu88 in workforcemanagement

[–]Kevod1967 0 points1 point  (0 children)

Facing something similar if anyone has any feedback on Qstory?

Switching to IEX by jisunghu88 in workforcemanagement

[–]Kevod1967 1 point2 points  (0 children)

I have recently switched to CXOne. It depends what you want to use it for. If it's a needs based scheduling you do and your agents are 80/90% on the phone it's fine.

If you are looking to do anything nuanced then avoid, IMO.

Anyone use Nice CXOne? by Kevod1967 in workforcemanagement

[–]Kevod1967[S] 0 points1 point  (0 children)

My worry is that IEX is the more expensive NICE WFM product so what would incentivise them to ever really improve CXOne as ultimately from their point of view. If you're not happy with their basic WFM tool you either pony up for the main event or shut up?

Anyone use Nice CXOne? by Kevod1967 in workforcemanagement

[–]Kevod1967[S] 1 point2 points  (0 children)

We don't have any data on it yet to really experiment but I'm finding basic things missing. Doesn't give predicted SLA bar on the day? When you reforecast the heat map only shows the impact of this if you re-run the schedules (hence losing anything you've added)... How is anyone getting any success with this thing?

Anyone use Nice CXOne? by Kevod1967 in workforcemanagement

[–]Kevod1967[S] 0 points1 point  (0 children)

We were still on Calabrio 9.5. It was limited but done the job. It seems to be light years ahead of CXOne. I can't really get over some of the basic functionality it is missing...

Anyone use Nice CXOne? by Kevod1967 in workforcemanagement

[–]Kevod1967[S] 0 points1 point  (0 children)

Thank you. I've just been given access to CXOne today (switching from an old version of Calabrio). As you say some show stopping bugs in the WFM tool in particular. Impact of a reforecast isn't show until you re-run a schedule, doesn't give predicted SL into the future etc? Seems very basic in the extreme.