Documentation

• Import of historic data Instructions for how to import historic data
• Agent event API API documentation for agent events
• Set up Agent app on mobile device Instructions for installing agent app on mobile devices
• Console Application set up Instructions for how to set up the console application for importing calls from mdr database, including SQL queries used (Infinity/Genesis)

Downloads

• Console Application download Download console application for importing calls from MDR database. Supports Infinity and Genesis.

Training videos

• First time set up First time set up of simTree
• Import of call stats Import text files with call by call data
• Definition of call groups/skills Defining call groups/skills
• Department planning How to work with grouping of skills
• Basic scheduling Basic manual scheduling
• Break settings Configuring automatic breaks
• Import of agent events Import text files with agent events
• Adherence functionality How to work with adherence data in the schedule

Employee settings

• General employee settings How to work with the employee module
• Cyclic schedules How to set up cyclic schedules
• Availabilities How to set up agent availability
• Shift bags How to set up possible shifts for agents