OneContact WFO

 

A request that was rejected appears as approved. How can we fix it?

Check if WFO was upgraded. If WFO was upgrade prior to the reported situation, clean the browser's history/cache and recheck.

If the history/cache cleaning didn't solve the situation, contact Collab's support with the following information:

  • The agent name that created this situation.
  • The supervisor that attempted the request rejection.
  • Detailed steps taken by the supervisor.

 

An agent that was removed from a plan, keeps appearing on that plan. How can we fix it?

Check if WFO was upgraded. If WFO was upgrade prior to the reported situation, clean the browser's history/cache and recheck.

If the history/cache cleaning didn't solve the situation, contact Collab's support with the following information:

  • The agent name that was removed.
  • The supervisor that attempted to remove the agent.
  • Detailed steps taken by the supervisor to remove the agent.
  • The plan where the agent was removed from.

 

Import Service from OneContact not working in OneBackOffice. What can I do?

If in OneBackOffice import service from OneContact isn't working, please, check the following:

  1. Make sure the service is installed and running.
    https://support.collab.com/hc/en-us/articles/360001360094#install
  2. Make sure the connection is properly configured.
    https://support.collab.com/hc/en-us/articles/360001360094#new
  3. Use the WFO installation machine IP, not localhost:
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