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 ...
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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
I i need add phone book to agent dashboard cisco finesse . I created the phone book and assigned to team but how make it appear in agent dashboard like reports where can i find the path i fetch date of phone book like this for report but need it for...
Recently upgraded to UCCX 12.5.1.10000-31 and our agents are complaining that when transferring to a department in the Phone Book the "text" is too small to read. Is there any way to expand this window? Attaching screenshots.
I'm trying to put a script together that will route afterhours calls to a cell phone for on call. - DID is forwarded to a trigger for Helpdesk application- M-F 8-5 calls redirect to x1234 Hunt group- OFF HOURS and WEEKENDS need to route to a cell pho...
