I have 2 CCX clusters (both 8.0.2, soon to be 8.5.1) integrated with a single UCM 8.5.1 cluster. Is there a way to "hide" agents in one cluster from reporting in the other cluster? The issue I have is that admins from CCX cluster 2 have to sort through the dozens of agents from CCX cluster 1 in some of the reports just to pick out the few agents that belong to them. They don't actually see call stats from CCX1, but all of the agents from CCX1 show up in the filter list for CCX2. Removing the IPCC extension in UCM will drop the agent from both customers. Is there any way to drop an agent from just one cluster and not the other?
Most agent reports can be run based on Resource Group. Just assign your agents in different clusters to 2 different resource groups and use the detailed tab of the agent report to select the resource group.
You could edit the report template's xml file (on the supervisors pc) to display only the agents you want. See the thread below for an example on how to do this with CSQs.
