Agent Total Inbound and Outbound Calls

[jmercado08]

Dear Cisco Folks,

I need help please on how I can generate a report in cuic (UCCE 9.1.1) that captures total inbound and outbound calls made by agent. We have another system that can capture this but it has limited presentation and columns so we wanted to head back to cuic. We already have an ACD and non ACD report that should report on this but I see that the total calls here are not matching with our CDR reporting tool. the CDR tool has 55 inbound and outbound calls made by an agent  on that day but I can not run a report in CUIC to prove or match that figure.

I checked all our stock reports and nothing gives me a figure of 55.

Would you kindly help me on this one please?

Thanks very much in advance.

Jun

[ewindgat · Accepted solution]

There are a few reports, such as the Campaign Consolidated Daily.

Cisco Unified Contact Center Enterprise Reporting User Guide, Release 10.0(1) - Outbound Historical Reports [Cisco Unif…

[Jhunnie_boy]

Hi ewindgat,

We are using 9.1 and that I don't see Campaign reports in the stock report folder.

[jacparke]

Try the "Outbound" reports.  Version 9 can be found here:

Cisco Systems

Regards,

Jack Parker

[Jhunnie_boy]

Thanks Jac but I see that most of the outbound reports here are campaign reports. We are not using a dialler and I am not sure if this will be indeed working for our case.