.

We are in the process of migrating our customer from wwe8 to WWE9, but have also had the privilege to implement new customers on WWE9 straight out of the box. We have delayed our customer migrations due to a number of reasons including lack of training, changes in the GUI.

We found the deployment for V9 stuff has not had the QA you would expect or the processes used to deploy are broken.. All speculation, but very troubling and frustrating when trying to run 2-3 deployments in parallel, and 5 -6 migrations on top of that.

11 Months on and we are still finding quirks with the desktop like not being able to see all the stats caloumns on a resized browser (no scrollbar)

------------------------------
Sean Mahon
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 10-30-2019 18:29
From: Kevin Brown
Subject: Who has transitioned to WWE9?

I am asking because we're finding several standard pieces of functionality missing in WWE9 on Pure Engage Cloud that we would have thought would have been caught by now if others have already transitioned.

For example, the Dashboard's left column hasn't been re-sizable for at least two months, so the contact center resource (Agent Groups) can't be seen in full for many of our teams, leaving them guessing about queue and agent status.

Also, agent availability wasn't transferred from WWE8 due to truncation of the stat statistic - doesn't everyone want to know:

1. Agents logged in
2. Agents available (Not possible in WWE9)
3. Agents available for Transfer (Not possible in WWE9)
4. Calls in queue
5. Oldest call in queue

No out of the box stats are provided to agents, so you have to build the stats and they aren't quite what they seem so you have to do quite a bit of playing and testing before deployment.

We were told that the Agents available stats didn't migrate from WWE8 because the stat names were too long. (Really?!?)

I am interested in your experiences if you have made the switch to WWE9.
#Unsure/Other

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health
------------------------------

.

Hi Kevin

We have the agents available per voice queue in WWE9. I opened a ticket just last week and they just configured it for me. Everything else we had before in 8.5


Agents available for transfer - isn't that the same as ready agents? Sorry. Just trying to understand your requirement. Normally we would just use communicator for that.


------------------------------
Monique Morel-Peseski
Messer Canada Inc.
------------------------------

Original Message:
Sent: 10-30-2019 18:29
From: Kevin Brown
Subject: Who has transitioned to WWE9?

I am asking because we're finding several standard pieces of functionality missing in WWE9 on Pure Engage Cloud that we would have thought would have been caught by now if others have already transitioned.

For example, the Dashboard's left column hasn't been re-sizable for at least two months, so the contact center resource (Agent Groups) can't be seen in full for many of our teams, leaving them guessing about queue and agent status.

Also, agent availability wasn't transferred from WWE8 due to truncation of the stat statistic - doesn't everyone want to know:

1. Agents logged in
2. Agents available (Not possible in WWE9)
3. Agents available for Transfer (Not possible in WWE9)
4. Calls in queue
5. Oldest call in queue

No out of the box stats are provided to agents, so you have to build the stats and they aren't quite what they seem so you have to do quite a bit of playing and testing before deployment.

We were told that the Agents available stats didn't migrate from WWE8 because the stat names were too long. (Really?!?)

I am interested in your experiences if you have made the switch to WWE9.
#Unsure/Other

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health
------------------------------

.

Hi Kevin

Currently our agents don't utilize the WWE monitor that much and I want to change that. Part of my challenge is there's a lot of "out of the box" functionality that we're not using, as well as more customized - like the agent transfer availability. This is what I love about this thread. The art of "possible(ish)"


------------------------------
Monique Morel-Peseski
Messer Canada Inc.
------------------------------

Original Message:
Sent: 11-27-2019 09:08
From: Kevin Brown
Subject: Who has transitioned to WWE9?

Hi Monique, 

Yes, Agents available for Transfer is Agents Ready (which we reported as also not working, but this was not corrected)

Having it visible is much faster than typing in communicator to find a VAG and determine agent states.  We have Agent Groups that have many VAGs, so in a glance an agent can see states of the VAG queues versus having to type them out.

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health

Original Message:
Sent: 11-26-2019 10:58
From: Monique Morel-Peseski
Subject: Who has transitioned to WWE9?

Hi Kevin

We have the agents available per voice queue in WWE9. I opened a ticket just last week and they just configured it for me. Everything else we had before in 8.5

Agents available for transfer - isn't that the same as ready agents? Sorry. Just trying to understand your requirement. Normally we would just use communicator for that.


------------------------------
Monique Morel-Peseski
Messer Canada Inc.

Original Message:
Sent: 10-30-2019 18:29
From: Kevin Brown
Subject: Who has transitioned to WWE9?

I am asking because we're finding several standard pieces of functionality missing in WWE9 on Pure Engage Cloud that we would have thought would have been caught by now if others have already transitioned.

For example, the Dashboard's left column hasn't been re-sizable for at least two months, so the contact center resource (Agent Groups) can't be seen in full for many of our teams, leaving them guessing about queue and agent status.

Also, agent availability wasn't transferred from WWE8 due to truncation of the stat statistic - doesn't everyone want to know:

1. Agents logged in
2. Agents available (Not possible in WWE9)
3. Agents available for Transfer (Not possible in WWE9)
4. Calls in queue
5. Oldest call in queue

No out of the box stats are provided to agents, so you have to build the stats and they aren't quite what they seem so you have to do quite a bit of playing and testing before deployment.

We were told that the Agents available stats didn't migrate from WWE8 because the stat names were too long. (Really?!?)

I am interested in your experiences if you have made the switch to WWE9.
#Unsure/Other

------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health
------------------------------

.