Making this post to gather feedback/Opinions on SL in UCCE with CUIC report. I've always seen CT reports being used for SL observations CUIC, but a few weeks back I was asked why should CT reports be used over a PQ or SG report to monitor SL via CUIC...
I have been doing active development using the PCCE 12.5 sandbox. In all honestly there seemed to be a lot of stability issues requiring the constant reboot of services and servers.
I tried to reserve again yesterday 06-Feb-2023 but the reservation w...
I have a custom report which runs fine.The SQL when copied from CUIC SQL output runs directly on the SQL Server in less than 1 second.
The CUIC report runs and outputs successfully, but I noted that the footer values were not visible and that the rep...
Can someone explain what this field represents? Is it when the call hit our system? Is it when the agent answered the call? Is it when the call ended? Do all these individual fields exist as I can't find them. Is there a user guide that defines a...
Morning everyone,I'm new to Cisco and for the life of me, I can't find a standard call detail inbound report that shows every call that came into our center. This is standard report that contains the agent's name, agent's team, ani, date/time the ca...
Hi,I've customized a report for client in CUIC v12.0.Report details as below:- Report definition: Query (SQL Query)- Data source: custom database I have encountered an issue that the records are not all shown in CUIC.Example: running the same query d...
Greetings. I am very new to Cisco UCCX. My contact center ACD experience has been with Avaya and Aspect. I am struggling to understand if it is possible to allow agents to manually place themselves in wrap up / work if the agent determinUCCX, Repo...
HiAt Contact Service Queue node Configuration we have field Service Level Percentage. This is mandatory fieldBut I looked at the description of the historical reports and discovered that the value of this field is not used for calculating of SL.Where...
Hello , I want to display a real time data on supervisor desktop. Can I use CUIC live data and also have to change the color based on threshold level. for example if threshold level reaches 10 sec, color coding on particular skill should get change. ...
Is there any way to get an equivalent of the 'Agent State Detail Report' but for chat? Had a pretty good look around but don't seem to see this data recorded anywhere?
Hi,After a fair bit of effort, I have successfully migrated a (UCCE) CUIC 9.1 to CUIC 11.This upgrade also included a change to CUIC Server of its server IP address, hostname and domain.It also included a change of the Supervisors Users Domain (Chang...
Can anyone shad me some light if we can pull out the agent activity report from the CUIC (UCCE11.6)?Currently, The customer can only retrieve these information from Agent_State_Trace enabled which it's not the properly why to get the agent activity r...
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