Objective
Verint is a third-party vendor that provides Workforce Management and Knowledge management integrations with 8x8 Contact Center. Customers reporting issues with Verint will be supported and escalated per the following procedure.
Applies To
- Verint Workforce Management (WFM)
- Verint Knowledge Management (KM) in Agent Workspace
Procedure
Initial Triage
When partners receive a customer report of issues with Verint:
- Before escalating to 8x8 Support for troubleshooting, perform initial triage to determine if the issue is with 8x8 Contact Center or Verint.
- If the issue resides with 8x8 Contact Center, troubleshoot as usual.
- If unable to establish that the problem resides with 8x8 Contact Center, collect the required information from the customer and then escalate the Verint case to 8x8 Support.
Details To Collect
- Which product is experiencing the issue: Verint WFM or Verint KM?
- Provide a concise description of the issue.
- Please provide screenshots of errors or anything identifying the issue, symptoms, or behavior.
- An estimate of the percentage of users affected.
- What is the business impact?
- Can the issue be replicated? If so, please provide the steps to replicate the issue.
- Is there a workaround for the issue? If so, please provide the workaround.
- When was the problem first noticed?
- If there are system alarms or alerts, please provide screenshots and/or text of the message(s).