Do you have the reporting tool already? Do you run other reports today?
Keep in mind that with Abandons, you will have different metrics/counts based on if you're looking at an Application report, versus a CSQ report, versus an Agent report.
A caller who calls in after hours and hangs up during the close message is an abandon but will only show up in Application reports.
A caller who calls in during hours, holds in the queue, then hangs up before an Agent can handle them, is also an Abandon but will not show up in the Agent reports.
A caller who calls in, gets Ring No Answer (RNA) on the first Agent but then is answered by the second Agent, which is a handled call, will show as an abandon for the first Agent, in an Agent based report.
on January 25th and 26th, we're hosting a Technical Enablement Workshop which will guide you through the steps involved in updating your organisation from Jabber and/or Meetings to Webex App.
Very useful for partners and for customers t...
hi Team, we are planning to deploy Multi-Factor Authentication for Jabber. The main requirement is to use MFA over internet (MRA).Is it possible to deploy MFA just for MRA and don't touch impact any on-prem existing setup?Can someone please guide on ...
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UCCX does not natively protect HTTP Triggers.
I wanted to come up with a solution to handle HTTP cookie based authentication.
There is a zip file for this project attached to this article. It was written on UCCX 12.5...