hey allI have a problem when i make outbound call on IPCC with uccx agent and i call client with ring no answer and talk time is not set to 0 when i get report Agent Detail Report can't differentiate between answered calls and unanswered callsuccx ve...
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The Webex Contact Center (WxCC) Admin was able to view the Agent state in real-time and log out an Agent/Supervisor if needed in the Agent Real-Time Dashboard (WxCC Management Portal) until April 1. On that date, the Real-Time Dashboard was removed b...
Hello, Calabrio recordings intermittently capture audio from only one side of the conversation, instead of both.
Hi All currently, I have PCCE version 12.6 running Windows version 2016 and SQL 2017 and want to plan an upgrade as the compatible matrix to Windows Server 2019 and SQL 2019. the question is there a documentation step for upgrading OS and SQL in PCC...
I have an issue with a Post Call Survey on UCCE. Here is the call flow: PSTN >>> Ingress GW >>> CVP >>> here the customer accepts the PCS >>> select an agent opction in the menu >>> Agent talks and hang up >>> call drops The call drops instead ...
Hi Team , Do we have any report/can make a custom report to show the call details for the calls successfully passed an option in one menu node for a particular flow . for example if a caller calls one number 90xxxxxx and call hits one flow ,Plays w...
Hi There is a UCCX_Category Name on the Value Lists. I believe this is reason codes for the call. Is it possible to create a list of codes and then report from it? can anyone of you explain what it is and what for?regardschandru
Hello dears, I am trying to add historical reports to finesse interface. I've tested two options. 1st option: Created xml file with report permalink ,uploaded to UCCX 12.0 and added team desktop layout for supervisor under the Manage Team just for te...
Hi everyone,I’ve recently run into an issue in our CUCM 12.5 and UCCX 12.5 integrated environment.We’re using Extension Mobility (EM) and IPPA (IP Phone Agent) for agents.my Problem is: After an agent logs into the phone using Extension Mobility and ...
We have tried to connect MR PIM with cloud connect and showing the below error in cloud connect logs. "https://CConnect.ucce12.com:8445/cloudconnectmgmt/tokens/oauth?scope=imi-ci . Status Code from server 400 BAD_REQUEST {"code":"30042","detail":"","...
Hello, We have a requirement to install 3 UCCX servers and 3 SocialMiner servers to achieve HA in Head Office in addition to a DR site. For UCCX, we will have two clusters: one cluster at HQ and a single-node cluster at the DR site so the agents will...
Hello,We have a request from our contact centers that they would like inbound calls that are transferred from agent to another agent in another CSQ has the same wrap up time as all other calls in that CSQ. For example, CSQ A has a wrap time of 120 se...
Resolved! Reporting value of UCCE User Variable
All,Using SQL, where can I find the current value of an ICM User Variable? I use these for many things including open hours in admin scripts and when special helpdesk messages are ative. I've been reading the database schema document and it's telli...
Resolved! Post Call Treatment Survey UCCX Report
Hi Team, I have a problem with my post call survey report which I implemented in uccx. I have followed the guide document from Cisco to implement the post call survey feature which serves to provide customer satisfaction surveys to callers. This feat...
Hi Team, I am having an issue with how to restrict Supervisors to view only his/her team agent's skill profile in Webex CC. Currently the skill profile is not tied to any site or team. when the supervisor logins to control hub and opens skill profile...
