Report for CUIC/UCCX on 11.5

[rahzby.talukder]

Hi,

We have UCCX/CUIC running on version 11.5.

We would just like to know if there is a default report wherein we can see individual waiting/queue time of a caller for the CSQ that was choose.

For example,, I have call their contact center and presses option 1 which is equivalent to CSQ_A and I have waited 55 seconds before the call was answered by the agent. Is there a report wherein this information is available?

Thank you

[Deepak Rawat]

You can run Detailed Call by Call CCDR Report or Detailed Call CSQ Agent Report and look for the Queue Time field that provides information on Queue Time. More details can be found in below document:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106_chapter_01.html#UCCX_RF_DDD5C519_00

Regards

Deepak

[Nishad Ismail]

Hi Deepak,

We want to show how much time the Caller Waited in the Queue in the Finesse Agent desktop screen as a Variable

Regards,

 Nishad Ki

[James Hawkins]

Hi Nishad,

I have done this for a customer using the script snippet shown below.

The agent sees a Finesse variable that looks like:

0 Hours 7 Minutes 32 Seconds

Hope this helps - please rate if helpful.

Regards

James