Hold Time Report

[scooter817]

Hi Everyone

I wanted to know is there a way in CUIC to create a report that will show me how long users stay on hold before their call is answered. My manager was approached by another department's manager who wants the info, thanks in advance for the help and have a great day.

[Anthony Holloway]

You should get familiar with the following two documents:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/user/guide/uccx_b_ccx-reporting-guide-1162new/uccx_b_ccx-reporting-guide-1162new_chapter_01.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/user/guide/uccx_b_reports-user-guide_1162.html

But in short, the answer to your question is yes, there is a way. The longer answer will depend on several factors, such as: how will they receive the info, scheduled or not scheduled, how will they view it, Excel or PDF, email or not emailed, permalink or not permalink, customized or stock, filtered or not filtered, etc.