04-06-2015 02:13 PM - edited 03-14-2019 02:38 PM
Hi,
I need to calculate the busy hour call attempts and average call handle time in a UCCX environment.
I know for a UCCE you can simply run a SQL query, but I am having trouble with the UCCX.
UCCX version is 8.5.1
Thank you,
Solved! Go to Solution.
04-12-2015 08:43 AM
"The Traffic Analysis Report shows information related to any call that hits Unified CCX. In that sense, it is an accurate reflection of BHCA (Busy Hour Call Attempts).
To get the BHCC (Busy Hour Call Completion) from Unified CCX perspective, we need to calculate BHCA - (all aborted calls + all rejected calls). The Aborted and Rejected Call Detail Report can help retrieve that information."
http://docwiki.cisco.com/wiki/Which_reports_should_be_used_to_determine_BHCA_and_BHCC%3F
04-12-2015 08:43 AM
"The Traffic Analysis Report shows information related to any call that hits Unified CCX. In that sense, it is an accurate reflection of BHCA (Busy Hour Call Attempts).
To get the BHCC (Busy Hour Call Completion) from Unified CCX perspective, we need to calculate BHCA - (all aborted calls + all rejected calls). The Aborted and Rejected Call Detail Report can help retrieve that information."
http://docwiki.cisco.com/wiki/Which_reports_should_be_used_to_determine_BHCA_and_BHCC%3F
04-29-2015 01:23 PM
Thank you very much Shadi.
07-12-2018 06:33 AM
how do I use the reports as I pull them continually?
07-12-2018 06:53 AM
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