Is there a way to calculate the average handle time across multiple CSQ's? I have a customer who has multiple CSQ's and they want a report that displays the average handle time across all of their CSQ's.
Excuse my very newbish question...I have been tasked with creating custom reports for our call center. One stat that I have been asked to get is the Median value for talk time by day, week and month. I have exported a current stock report to see if c...
Need some insight if we establish a monitor mode connection with CTI Server vs connection to ctios server.what is the difference, i have heard that CTI server provides much more information that CTIOS, what sort of difference do we have, CTIOS probab...
Hi eveybody,I have a problem with the client who complained about the finesse translation.He told me that he bought the solution because Cisco told him that he would have finesse in his native language.We have upload in UCCX and SocialMiner the packa...
Hi,is there a way how to set value for CallVariable on ECE chat or email dialog?In the event about new chat or email, there is list of available actions for this dialog, where I see also UPDATE_CALL_DATA: <mediaType>ECE_Chat</mediaType> ...
Auto Logout for agents Dears, Please support me, How can i configure Auto Logout from Finesse desktop for agents at the end of working hours such as " 4 PM ". Kindly your advice. BR Ahmed Salah
Hello,when a call comes in, I want to make a request to an external API with the caller's number, which I plan to get using dialog.getFromAddress()Will this appear in E164 format prefixed with a plus? As I'm developing in a sandbox environment I just...
I configure the 3945E voice gateway as a mrcp client to connect to the third party MRCP ASR Server(not nuance asr).when the voice call setup. I capture the pcap in the mrcp server , from the pcap, I see that the MRCP packages which is send from ...
Hi,I am using Import API- create to send records to the dialer. I have trouble fetching the call results.Per the API document, the IMport API-get/list will give me records back with a callresultOverall field, but I need more information than that one...
Hello,I use the Outbound API to retrieve a list of Skill Groups and use these Skill Groups to assign to Campaigns.As expected, each Skill Group is allowed to be assigned uniquely to only one Campaign otherwise an error appears. If I delete a Skill Gr...
I have a gadget where I need to set the agent to NOT_READY.Here is a code snippet:var currentState = user.getState(); if ( currentState == "READY" ) { console.log("Setting state to NOT_READY"); user.setState(states.NOT_READY,'10...
Hi Team,I want to discuss about admin.jar which help to update +deploy + delete+ status of application in each CVP server under application/<allname>/admin folder.I would like to update multiple server application after config change but as we have l...
Hello everyone!I wanted to see about making a custom report that would accurately tally the ASA and Abandoned Rate for multiple CSQ's under one team. I know some reports give reports on a particular team but they do not provide these numbers in them....
Hi ,By default CVP will log data in activity logs sent by ICM.Is there any way stop/hide/mask data in activity logs is sent by ICM to CVP?Thanks in advance.
how can we validate the length of mobile agent dial number in finesse Login page.currently we have a scenario where agents are entering incorrect/invalid dial number so taught of doing front end validation and displaying error message if length is le...
