Office Hours: MiCC/Ignite Essentials

Whether your team is brand new to MiCC/Ignite or has been using it for years, a few basics make a big difference. In this Office Hours session, the Verge team walks through how Ignite, the MiCC server, and your phone work together; what queues, ACD, skills, and service level mean for your callers; and which agent states to use (and why logging out matters). We also show how a dashboard keeps you on top of your queue in real time, how BrightMetrics wallboards fit in, and what's ahead with Mitel CX.

What you'll learn:

• How a call moves from the IVR to the queue to an available agent
• How to build and save an Ignite dashboard that follows you to any computer
• The five agent states, and when to use each one
• How to read real-time queue and agent metrics