I'm working through the excercise for the Optimizing the Customer Value in the Contact Center and following the step-by-step from C-1279-ExerciseGuide.pdf. Problem is that the interface presented in cloud-based Instance doesn't match the instructions.
More specifically, the instructions state "At the top of the screen, on the right-hand side, from Reports select the Customer Profile menu item to launch the customer profile window." Problem is that I'm unable to locate "Reports".
Has anyone else had this issue?
Ps: the course is for versions 8; that option isn't available for this help form.