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Highlighted
Beginner

CUIC Reporting

Hi All,

 

One of customer has requested series of details with respect to CUIC reporting.

 

Version: PCCE-10.5

Follows a comprehensive model

 

Questions:

1)  Call comes in  > Goes into Queue > Agent 1 of Skill group 1 answers the call and  Transfers to Skill group 2 > Queue > Agent 2 answers

Does queue and talk time record at one skill group or both

 

2) Half hour interval report

Call in > Agent 1 answers the call say in 6-6:30 interval and Transfer > Agent 2 receives the call in next interval (6:30-7)

Which agent and which half hour for time does the report capture.

 

Kindly let me know if any document where I can refer for some explanation

 

 

3 REPLIES 3
Highlighted
Cisco Employee

Re: CUIC Reporting

Check DB Schema Guide. And try to check behavior in the lab

Kostia
Highlighted
Rising star

Re: CUIC Reporting

Since they will be separate call types and skill groups/Precision Queues, the times will be separate, not combined.  For the interval question, the data is often recorded when the call is completed, not when it enters, so you will need to keep that in mind as well.

You should likely review the Reporting Concepts guide, it covers a number of these items. Here's a link to one, not the same exact version as what you have, but it will likely help you.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/User/Guide/ucce_b_reporting-concepts-for-ucce-11-5.html

Highlighted
Beginner

Re: CUIC Reporting

Hi Bill,

 

thank you so much for your response on this.

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