ciuc report waiting call duration

[netanelda]

Hey.

Is there a way to create a report of waiting call duration with time interval?

like waiting calls time < 30 seconds and waiting calls time >30 seconds

[Jonathan Schulenberg · Accepted solution]

You haven’t specified the product CUIC is tied to or version; assuming a current release of CCX.

Two options:

1. Contact Service Queue Call Distribution Summary https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/user/guide/uccx_b_ccx-reporting-guide-1162new/uccx_b_ccx-reporting-guide-1162new_chapter_01.html#reference_551D9E3109B562402AC8A3201A954078

2. Set the SLA target on the CSQ (ie our goal is to answer X% if calls within Y seconds) and use reports such as Contact Service Queue Activity by CSQ Report to see calls within/outside the SLA.