Hi,I have the following challenge for the following case:We do have:- Cisco UCCX environment.- 50 customers- 15 agentsWhat the manager servicedesk wants:- SLA report per customer- Skillbased routing based on customer (dedicated agents for a customer)...
Forum Posts
Hello! We are on WxCC for our contact centers, and are in the process of migrating our IVRs from CCX to WxCC. One feature we frequently used on CCX was changing the "Called Address" variable to a DN with a vm box on Unity, then sending the call dire...
Resolved! Webex Analyzer Resources
Our organization has multiple contact centers on Webex Contact Center. The weakest part of this product is the reporting side (i.e., Analyzer). Stock reports in Analyzer do not capture what the business needs to see, and requesting guidance on how to...
HII’m using a Cisco UCCX contact center and I have a question regarding call transfers between CSQs.I’m trying to find a way to transfer a call from one CSQ to another, because sometimes customers end up in the wrong CSQ and the agent needs to move t...
I'm having a real nightmare with the Script Editor Plug InUCCX is version 12.5.1.11003-511 (su3-ES07-CSCwr61182)CCX Script Editor is 12.5.1 Trying on a windows 11 machine it never seems to install correctly. The installer runs and installs but then t...
Hi Team,I am just looking for a script in WxCC for routing the calls to Voicemail in after hours.
I know that by default you must start Transfer/Consults from the Agent Desktop, or the call will get stuck and only end on WxCC when the call ends, even after you transfered it away. When the Agent has a Webex Calling Endpoint, it works just fine, ...
Hello all, I am currently integrating PCCE 12.5 and ECE 12.5 in the lab environment. After the integration with the PCCE I can normally reach the ECE via its native config interface - no issue with that. However, when I try to open the ECE gadget in ...
Is there a canned report in CUIC for traffic analysis at a certain location? Example - our system services both our US and Canada locations. With the traffic analysis report being a system-wide report, is there a way to run a report that will give me...
Hello all, I trying to read real time data from RtCSQsSummary and RtICDStatistics tables. For testing purposes used basic sql querry, like, SELECT * FROM RtICDStatistics;---------------------------SELECT * FROM RtCSQsSummary; But it is not updatin...
WXCC Analyzer calculates metrics at the Agent Session (channel instance) level, not at the consolidated Agent Login span level. When agents handle: 1 Voice + 2 Chatsor Up to 6 concurrent Chats Each channel instance generates its own: Activi...
Hi community team, I currently install PCCE lab and I'm stuck on step 18 of 21. I want to specified I already read the following community posts: https://community.cisco.com/t5/contact-center/pcce-error-on-step-system-inventory-creation/td-p/3701033...
Resolved! Collect agents logged in with WebRTC
Hello,Can you tell me please how can I collect in WebexCC, which users are logged in with WebRTC?Regards,Zsolt
Hi, I have " Make Rest Call" in my script. When I try to call https API I get 412 error ("javax.net.ssl.SSLHandshakeException: Handshake failed") ... I have added server full chain certificate on my UCCX but still it doesn't work.
Hello,I am looking for a report where I can pull the agents state log times. I am looking for data that would show each time the agent changed their status to available, busy, etc. Is there a report that allows me to pull the historical data on this?...
