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Cisco Unified Intelligence Center - Download agent Queue with priority

Soorajskn
Level 1
Level 1

Hello Team,

We are using Cisco Unified Intelligence Center to download and view the Call Dashboard and Unified Contact Center Enterprise Management to change the Queue and set the priority.

 

We have around 200 agents in our team and I need to download a report which shows the agents added to each Queue with the priority set for the agents on Each Queue.

The data should look in the below format 

 

Agent NameQueuePriority
Agent 1Amazon Password reset10
Agent 1Amazon Web Support9
Agent 1Amazon Hardware1
Agent 2Amazon Password reset8
Agent 2Amazon Web Support6
Agent 2Amazon Hardware10
Agent 3Amazon Password reset10
Agent 3Amazon Web Support9
Agent 3Amazon Hardware2
1 Accepted Solution

Accepted Solutions

Hi, this is definitely doable, you'll need to create a custom report definition and corresponding report that uses that definition that goes against the awdb to get you the values that you need.
You'd just want to query the Agent, Attribute, and Agent_Attribute tables and join them.

View solution in original post

1 Reply 1

Hi, this is definitely doable, you'll need to create a custom report definition and corresponding report that uses that definition that goes against the awdb to get you the values that you need.
You'd just want to query the Agent, Attribute, and Agent_Attribute tables and join them.