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Drilldown: GEC AzAWSDiffs UseCases

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GEC AzAWSDiffs UseCases > ProductCategory: Test

& Notes: B/EEC+OBE Voice only, OBE standalone supports other media too

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Digital · Inbound · Outbound · Self Service & Automation · Test · Workforce Engagement Management · Other · None

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None · Agent access to their individual recordings is not supported. Email evaluation cannot be sent to the agent at the time of the scoring (feature request submitted). Export QM data is not available. · B/EEC+OBE Voice only, OBE standalone supports other media too · Last agent routing is not supported at this time - Feb-2021 · Last Agent Routing is not supported on Cloud platform (it is a road map item). Web Forms are not supported (feature will be part of Engagement Manager Cloud deployment). Content Analysis is not included as an option. Please reference appropriate Cloud Guide and BRM document for details and option · Required location-based storage for recordings -- geography dependent. · Supports SMS (outbound). Inbound SMS (routing to agents) not supported in Engage Cloud. · Technically, supported but not published yet · Test · This will likely incorporate email in the future · Other

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