01-19-2016 01:15 PM - edited 03-17-2019 05:34 AM
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
01-19-2016 02:22 PM
You might want to post this here
https://supportforums.cisco.com/community/5926/contact-center
01-19-2016 02:37 PM
Thanks Jaime.
I will repost it.
Thanks
Sathya
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