Doubts in CUIC reports

[S N]

Hello Experts,

I have few doubts regarding CUIC reports.

Below are the scenarios

1. Calls comes to Skill group A and transferred to agent A. When Agent A transfers the call to Agent B extension in the same Skill group how does the CUIC reports the call. Will CUIC shows it as 2 calls in Skill group report or one call.

2. Calls comes to Skill group A and transferred to agent A. When Agent A transfers the call to a route point of another skill group and the call transferred to Agent C of the second skill group, how does the CUIC  reports the call. Will CUIC shows it as 1 call in 1st Skill group and 1 call in 2nd skill group report and how does it shows in the Call Type report which has these 2 skill groups.

Thanks

Sathya

[Jaime Valencia]

You might want to post this here

https://supportforums.cisco.com/community/5926/contact-center

[S N]

Thanks Jaime.

I will repost it.

Thanks

Sathya