Courtesy Callback Reporting - Subtracting time caller is not in queue
The value of Courtesy Callback is that callers no longer have to sit on the phone and wait in queue.
So, how do we subtract that off-phone wait time from the AnswerWaitTime (say in the Call_Type_Interval table) within CUIC and show our customers?
I believe it would be subtracting the corresponding data from the CVP CallbackHistorical Report (Queue Entry Time - Queue Leave Date and Time). Is this data available in the UCCE Database directly somehow as it would not be possible to create a CUIC report across two Data Sources that I know of. Furthermore, this would require reporting against the TCD table, which we do not want to expose reporting against this table to customers.
Reqested to display a CUIC report in Finesse Agent Desktop
User wanted stats from a report they had created in CUIC to be displayed as a new tab in Finesse Agent Desktop.
Attached is a solution I got to work us...
I am working on a Webex Teams Bot. It was quite complicated to find all the necessary information to have a running webhook in python. Therefore, I am sharing a simple way to do it here.
It is necessary to have
I wanted to test the custom logging functionality.
There's an easy Library to use.
I made a sample class that matches the Activity Log for Element entry events.
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