Mute Time In UCCE

[helpdesk@infsalesgroup.com]

Is there anyway to get the total amount of time an agent spent with their phone on mute? I can't seem to get a definitive answer on this. I've looked in TCD but it's not there.

Thanks

[Omar Deen]

That’s not a CCE metric, so you won’t find it in any of the databases. Check out your CDR records.

[helpdesk@infsalesgroup.com]

Thanks for the quick response. I checked CDR but didn't see anything relating to that metric. Were you saying its there or if it's going to be somewhere, that would be the place?

Thanks

[Omar Deen]

My apologizes... what I meant to say is that I'm not sure where you could find that information, but it most definitely will not be in the contact center. Simply put, it's not a CTI Task, so therefore, it will not appear as a metric for the agent leg. I would try the other forums that focus more on the end device...
IP Telephony and Phones: https://community.cisco.com/t5/ip-telephony-and-phones/bd-p/5961-discussions-ip-telephony
UC: https://community.cisco.com/t5/unified-communications/bd-p/discussions-uc-infrastructure

[helpdesk@infsalesgroup.com]

Thank you for clearing that up! I'll check the other boards as you've suggested.

[Chris Deren]

As I responded on the IP Telephone board there is no way to report on MUTE time as that is feature of the phone itself.