Hello, I am trying to find a way to get the Average call handled per month for each agents. Cisco Unified Intelligence Center 11.6 Thanks,
Forum Posts
Resolved! old TimeZone file in UCCX 12.5 SU1
I created this post to ask Cisco support team to update timeZone file for UCCX 12.5 SU1 server..The current file is old and is related to October 2021.The file name is: (ciscouccx.dst-updater.tzdata-2021a.el7.cop.sgn) Now the file related to CUCM 12....
I have a working custom designed chat application using REST ECE Messaging APIs. Now I want to extend this to allow agent's to send attachments to customers. When an agent send's an attachment, as expected, I receive a callback on my apps webbook URL...
Hi all, I have Enterprise Chat & Email running on version 11.6. It is using the Database Cluster of the customer. Now I need to change the hostname of the external database in my ECE configuration. Does anyone of you know if this is possible? I canno...
Hi all, since last Friday all calls on both my contact centers (not in HA) get stuck in the queue and don´t pass on to the agents, who are all on ready. I already did read a lot on this board and other similair issues and I checked a lot of stuff an...
Hello, I need your help regarding obtaining some values from a JSON array in UCCX? Here is a JSON file example:{ "took": 252, "timed_out": false, "hits": { "total": { "value": 1, "relation": "eq" }, "hits": [ { "_sou...
I created a post-call survey scripts that records the survey results to a MS SQL 2014 Database. I use the PostCallTreatment final String variable to trigger the Survey.aef script when the agent uses the [End call] within Finesse. The DB Write works 9...
Resolved! UCCX Wrap Up Time
All, I am needing to configure a wrap up time for the first time on UCCX 10.6. Previously, I Always had Wrap Up time set to disabled. The current customer that I am working for needs 30 between the time the agent hangs up on their current call and t...
I am trying to break-down the calculation system used in the below report to get to the 76.74% service level. Can somebody help me with that.
Hello! We became a certificate expiration notification from our UCCX 12.5(1) for "E-Tugra_Certification_Authority.pem". The UCCX is standalone server without connection to the Cisco cloud of other cloud services. What is the purpouse of this certific...
Hello, talented CISCO engineers. I have a Record Issue. CUCM do not Send SIP BYE Message for Record Server So the recording didn't stop and continued. Eventually, the recording engine failed to process the signal. The recording method is BIB, We us...
Can I include the break times in the days of the week in the, say, schedule.xml file in UCCX? Like for example:M, T, Th, F Morning: 9 AM - 11:45 AMBreak Time: 11:45 AM - 1 PMAfternoon: 1 PM - 3:45 PM
Hello all I created a jar with a custom element and can see/pick it from Call Studio's Elements pane inside "Local Elements". But as soon as I put the jar file into the call studio project's deploy/java/application/lib folder, I'm getting the followi...
Resolved! Pulling Reports
I am tying to pull the Detailed Call CSQ Agent Report, but I can only pull 5-days at a time. If I try to pull a month's data, then I get the following message,"Success More than the displayed number of records are available. To view these records, mo...
Hello,I am using Unified CCx Editor version 7.0(1.168). I created a script to be used instead of the system default script. According to the help file, "All script variables from the main script can initialize the default script variables, if the des...
