View - Requests

To track progress of all action requests started within the OnePortal, please click on:

You will be able to search the actions by customer, service, type, or requester. The columns will show the customer’s name, the service, the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. that the action was requested on, the type of action, when the action was requested, the request ID (used for troubleshooting if necessary), who the action was requested by and finally the status of the action. You will also be able to download an audit log of all actions into a .csv file.