04-26-2020 02:48 PM
I am using CUIC reporting, Version 11.5(1) Build 11.5.1.10000.86. Can anyone please advise what fields are included in HandledCallsTime . What fields should add up to HandledCallsTime? I am using the Stock report ,Agent Team Historical
04-27-2020 12:42 AM
CUIC is the front end - and the reports are different depending if using UCCX or UCCE.
This is because the UCCX and UCCE Backend Databases use differnet database schemas.
UCCX 11.5 Reporting guide
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/user/guide/uccx_b_uccx-historical-reporting-guide-115/uccx_b_uccx-historical-reporting-guide-115_chapter_01.html
UCCE 11.5 Reporting Guide
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/ucce_b_cisco-unified-contact-center-enterprise116/ucce_b_cisco-unified-contact-center-enterprise116_chapter_01001.html
You are probably interested in the average handle time - which above documents as:
The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).
This field is a calculated field, derived from
Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled.
Gerry
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