Contact Center IVR report CUIC

[Renato Voice]

Hi Cisco Community ,

If you have possibility to help on my case

I have a  Collaboration Setup  with Call Manager , Contact Center , Finesse and CUIC (Cisco Unified Intelligence Center ) for reporting 

On Contact Center Express UCCX I have created a IVR Script for inbound calls ,with some queues and agents services. For reporting I using  CUIC (Cisco Unified Intelligence Center ) . Before a call goes to the queue and then to the agent, a client when  call to  the IVR first hears some advertisements, or announcements and then after that goes to queue

If you can help with CUIC because i need to know :

1. How many client  have called in IVR script ,before going to the queue , how these calls are presented in CUIC reports ?

2. How to know , how many client have hear any advertisements, or announcements or technical problems before going to the queue ,how these calls are presented in CUIC reports  ?

3. In the script I have designed that if you press  number 1 then appearing a prompt for  a notification  about a service ,how these calls are presented in CUIC reports  ?

Is it possible to define these statistics reports on Cisco CUIC ?

Best Regards

[Amer rajai Sha'er]

The best way for you to accomplish all of the above is to use dummy CSQ's

At the beginning, put in a Dummy CSQ (This will report to you how many calls enters

On each Advertisement or option put in another Dummy CSQ's

Now, as part of the CSQ reporting, you will be to see the offered and abandoned which is what you want, you can also use the de-queue option to see how many falls into the next step.

Amer