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PCCE ECE: Agent level reporting

Hi all,

 

I'm currently using Cisco ECE for email management. I have a custom reporting requirement to track all activity performed by the agent through the Finesse ECE gadget.

1. Is AWHDS going to continue to store all actions performed by the agent while using the Finesse ECE gadget?

2. The understanding is ECE will only hold detailed activities and case related data and reports while there is only limited  agent related information in the ECE DB.

 

For scenario with ECE, what is the current data source to use to do both email and agent level reporting?

 

Thanks!

-JT-  

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Cisco Employee

Re: PCCE ECE: Agent level reporting

Hi JT

 

  Greetings to you. As you know iam not an expert in the domain, 

 

Found one related url - https://community.cisco.com/t5/contact-center/reporting-contact-center-11-5-unable-to-execute-report-even/td-p/3410769

 

Thanks and Regards,

Geevarghese

Enthusiast

Re: PCCE ECE: Agent level reporting

Hi,

If you are looking for detailed ECE reports for agents, like, average turn around time, average handle time etc. then you need to refer to ECE database.  You can add it to CUIC and run custom reports to have detailed email related reports.

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