cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
2726
Views
0
Helpful
3
Replies

Real time and Historical data in Finesse

prashantrai15
Level 1
Level 1

Is it possible to show case real time and historical data in Finesse.

Data to be displayed at Agent level

Real time data -calls in queue, longest wait time of call, No. Of logged in Agents

Historical - calls answered, avg. Talk time, hold time,

3 Replies 3

dekwan
Cisco Employee
Cisco Employee

Hi,

Is this for UCCX or UCCE?

For UCCX, there are LiveData gadgets (from CUIC), but I am not sure there are gadgets for all of your requirements. You can see the list here: Cisco Unified Contact Center Express Administration and Operations Guide, Release 11.6(1) - Cisco Finesse [Cisco Unifie…

For UCCE, there is the queue statistics gadget, but again, I don't believe that it meets all your requirements.

Then for historical data, you can build a CUIC report and embed the permalink into an iframe via the CUIC Sample Gadget.

Thanx,

Denise

Thanks Denise for your precise answer. We have Cisco UCCX 10.6. Can u let us know what will be possible with UCCX 10.6. or share document which we can refer to.