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  • 1.  Reporting - when do (non voice) interactions first get added to icon

    Posted 03-13-2015 19:25
    hi,
    IWD (IXN) work items and interaction concentrator.

    Which document best describes when the a work item would be sent to ICON for reporting purposes ?

    Thanks


  • 2.  RE: Reporting - when do (non voice) interactions first get added to icon

    Posted 03-27-2015 14:50
    Hi Sue,
    The best place to find this is to check the 8.1 ICON User Guide in Chapter 4 (Integrating with Multimedia).  It covers what events are sent to ICON for tracking purposes of non-voice interactions.

    If the guide does not cover what you were looking for, I recommend that you open a Case for further research with the Customer Care team.

    Best Regards,
    Neil


  • 3.  RE: Reporting - when do (non voice) interactions first get added to icon

    Posted 03-28-2015 22:44
    thank you -  I'll take a look and review against some logs/interactions.