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

[S N]

Can anyone help

Thanks

Sathya

[Gergely Szabo]

Hi.

RE 1: For Skill Group A, the incoming call would be counted as 1 incoming ACD, and the transferred call as Agent Inside.

RE 2: For Skill Group A, it would be one incoming ACD call, and if the agent transfers it out and it goes through an ACD (~ ICM script), it would be counted as an incoming ACD call for the second skill group. About Call Types: it depends. If the same logical call goes through twice, it would be counted twice.

It highly depends on the call routing scenario. Your best bet would be to do a few tests and check the values directly in the database views (TCD and Skill_Group_Interval and also Call_Type_Skill_Group_Interval).

G.