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Inquiries on CUIC for UCCX 10.X

ccg-collab1
Explorer
Explorer

Hi All, 

Good Day. I had a discussion with one of our customer regarding CUIC for UCCX. Appreciate if you can help us on their inquiries. Kindly see the list of their inquiries below.

- Is it possible to determine if the agent or user of Cisco IP Phone initiate the drop call or end the call? Is there a way that we can check if user pressed the End Call Button? There is no report on CUIC on this particular scenario, right?

- Is there other way that we can have the "Average Speed Time" by interval? As far as I know and based from the usual accessing of CUIC, "Average Speed Time" is only available in "Contact Service Queue Report". Customer want to have a report similar to "Contact Service Queue Report" with "Average Speed Time" by INTERVAL. Already checked the "Contact Service Queue Report by Interval" of CUIC however, there is no "Average Speed Time" inside this report even though it seems that it is just the same for the "Contact Service Queue Report".

- Can you verify if there is a report on CUIC that has a information about the hold time of the agent during their call? 

- We also encountered issue on running and exporting a report on CUIC. When we tried to run and export a report, like "Agent State Detail Report", and if we filtered it for 1 month and all agents were selected, generated report is not accurate. It will generate report for all the agents. Is there limitation on generating a report to CUIC which is related to this?

Thank you so much,

Kier

1 Reply 1

Deepak Rawat
Cisco Employee
Cisco Employee

- Is it possible to determine if the agent or user of Cisco IP Phone initiate the drop call or end the call? Is there a way that we can check if user pressed the End Call Button? There is no report on CUIC on this particular scenario, right?

Answer: There is no such report for this. You will only be ale to find this by looking into logs or check CDR records on CM and look for the call clearing codes whether it is a normal disconnect or not.

- Is there other way that we can have the "Average Speed Time" by interval? As far as I know and based from the usual accessing of CUIC, "Average Speed Time" is only available in "Contact Service Queue Report". Customer want to have a report similar to "Contact Service Queue Report" with "Average Speed Time" by INTERVAL. Already checked the "Contact Service Queue Report by Interval" of CUIC however, there is no "Average Speed Time" inside this report even though it seems that it is just the same for the "Contact Service Queue Report".

Answer: Stock reports that you get with co-resident CUIC which comes with UCCX are As-Is. If you need any additional fields, filters etc then you will need to create your own Custom Reports using standalone CUIC

Can you verify if there is a report on CUIC that has a information about the hold time of the agent during their call?

Answer: Agent Detail Report, Agent Wrap-up Data Detail Report, Detailed all by Call CDR Report are few of them that shows this data

We also encountered issue on running and exporting a report on CUIC. When we tried to run and export a report, like "Agent State Detail Report", and if we filtered it for 1 month and all agents were selected, generated report is not accurate. It will generate report for all the agents. Is there limitation on generating a report to CUIC which is related to this?

Answer: On what basis are you saying this?? Assuming you ran a report for the month of August that will give you all the stats from 1st august till 31st August and you feel there are discrepancy in terms of total calls, calls handled etc then try to run the same report for a single day such as 3rd of august and match it with the one you ran for a month. You might want to involve TAC if the discrepancy is indeed there or else run it for a sohrt interval lets say a week maybe and then verfiy it that way.

Regards

Deepak

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