Can we do Inbound to Outbound calls Ratio on CUIC report?

[chumphol homsuwan]

Hi Customer is comparing Avaya Report to Cisco. They want to know weather Cisco CUIC can do Inbound to Outbound calls Ratio on CUIC report? Thanks

[Omar Deen]

Absolutely, but it would be a custom report

[chumphol homsuwan]

You mean i have to buy license for custom report from datasourse?

[Omar Deen]

Assuming you're talking about the Premier license... it all depends on what version you're on. I forget if it was 10.5 or 11, but all CUIC now have the Premier license. If you're on a version like 9, then yes, you need the license to create custom reports.... otherwise, you can put together a SQL query and export the results

[chumphol homsuwan]

Ver 11. Premiere license can take inbound value and divide by outbound value then multiplied by 100 ,right?

[Omar Deen]

The Premier license simply gives you the ability to create custom reports - you still have to create the report yourself. Gong through the database schema document should help as a step 1: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_0_1/Reference/Guide/UCCE_BK_S871FA5E_00_database-schema-handbook-icm-cce.pdf

[chumphol homsuwan]

Thank you.  But i'm using  uccx  not ucce.   Can the license be used with uccx?

[Omar Deen]

Sorry, didn't realize this was for CCX... maybe one of the CCX gurus can help, like @Anthony Holloway

[chumphol homsuwan]

Thanks. 

In below document says I have to create standalone CUIC with Premium license.

What do you think?

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guide/UCCX_BK_UEE2CFE1_00_uccx-report-developer-guide-11/UCCX_BK_UEE2CFE1_00_uccx-report-developer-guide-11_chapter_010.pdf

[Anthony Holloway]

It is my understanding that you need the standalone CUIC with Premium license, just to be able to create the custom report. However, you would still import the report definition into your co-resident CUIC Standard on UCCX. Therefore, you could just pay someone to develop the report for you, and then they send you the files. Also, quite a bit changes within 11.x version, what's your exact version, and current license level on UCCX? Also, what's your primary job function? Most "Voice Engineers" are not going to be able to write a custom report, but, who knows, maybe you're an exception to that opinion.