How to Determine BHCA and ACH in UCCX Environment v8.5.1

[jhoward003]

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, 

[Shadi Shami · Accepted solution]

"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

[jhoward003]

Thank you very much Shadi.

[charles.elliott]

how do I use the reports as I pull them continually?

[charles.elliott]

My version is 11.6