Hello, This is regarding a UCCE environment version 12.6(2). We have successfully installed CUIC 12.6(2). When checking the data sources, there was only the Real Time & Historical data sources available to be configured; the Live Data Data Source is ...
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I am looking for an option where I can get the single report with the following details: Agent Name, Total Inbound and outbound calls, Avg talk time and hold time, login logout activity, reason. For each agent with the above parameters. I see that I ...
I've implemented the Finesse Calendar and have a scenario that the calendar does not to handle calls the way I expected.Here is the scenario. Using fixed business hours M-F 9am to 5pm. Contact Center wants to close from 11am to noon on a random day...
Hi Championsi am in strange situation where our vendor created the outbound campaign for predictive mode and it get stuck on agent reservation and call never happened.conversely, when I change skill mode to preview it in admin script it starts worki...
While using Analytics Metrics in Appdynamics dashboards. To show the violated Response count, Initially, when I change the time range (eg. 1 days, 2 weeks, 4 weeks) The values seem to update dynamically. However, after a point, the value stop updatin...
It looks like Cisco is no longer going to be producing this product and has recommended an Oracle product or any other 3rd party sip proxy system in the compatibility matrix. Has anybody already replaced vCUSP with an alternative product? If you hav...
Resolved! Print a list of users in ECE 12.6.1.3
Does anyone know how to print out a list of users in ECE? I need to compare them with a list from our other call center programs and cannot see where to do that? Thank you!
One of our call centers uses the email channel and we have a flow that sends one auto-reply for new emails and a different one for emails that are not new. This is working fine until a "noreply" email is received. We have 2 methods of providing conta...
Hi Experts ,we started working on cisco webex connect for digital communications.can I use the same community to post my questions related to WX connect CPaaS or is there a different community .
Hi all,I’m using a form that creates a callback task in Cisco Webex Contact Center via the API (POST /v1/tasks). As part of the request, I’m passing customer data (e.g. customerNameNeu) using the attributes field.The request body im using:{"destinati...
Resolved! "FAULT" and "LOST" as Task Treatment
On one of our CUIC daily reports, “Fault” and “Lost” appear in the Task Treatment column, along with others like “Abandoned” and “Handled”. Handle Time is 0:00 for all calls that were treated as such, as shown:What do either of these mean? And how do...
Hello, I'm try to set the CED node for script editor 12.5 to allow user to enter in 3-4 digits to then concatenate in the subsequent label node. For example, the caller is prompted to enter 3-4 digits for to be transferred to an extension. The label ...
Hello Team, I have in my contact center "CCX 12.5" and its required to have few reports generated "Agent summary report" but I need to only count calls with minimum talk time.I have been thorugh the reporrts but found nothing allow me t...
Hello ,we have 10 digit numbering right now.we want callers to enter only 7 digit and we want add prefix 700 to that and route the 700 xxx xxxx from the ICM script.can anyone help me how to do that
Hello,i want to setup a service flow on webex connect to implement a queue with multiple PIQ messages to be played every 5 minutes and stops when customer is routed to an agent.I implemented that for livechat Queue Task node >> PIQ node >> search con...
