UCCE -- Reporting on calls in / out while in wrap up

[Mallan]

Hello,

At my company we are currently in a mixed Avaya / Cisco environment, moving towards a completely Cisco environment with UCCE. In Avaya we have the concept of After Call Work In time and After Call Work Out time. These are times the agent spent on direct outbound or direct inbound calls while in an after call work state. We have a requirement to continue to report on this data once we transition to pure UCCE.

Would there be a way in the data to determine if an agent received or made a direct call while in WorkReady or WorkNotReady, and how long they spent on that call?

Thanks.

[Omar Deen]

Cisco provides this information, just not the same way Avaya does. Rather than two columns (AfterCallWorkIn and AfterCallWorkOut), Cisco has WorkTime and you can see what type of call it is by looking at the PeripheralCallType column. This is all in the Termination Call Detail table. You'll want to look for PeripheralCallType's of 9 and 10 (External Out and Internal Out).