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Enthusiast

uccx 11.6 supervisor display vs cuic reports

Good afternoon.

 

not sure a lot of you run in to this. we use CSQ DN's to get calls to a CSQ. i.e. our operator gets a call and has to transfer it to the unit they dial Nxxx and the call goes to the queue. when viewing the live supervisor queue data it will actually show the call received, but is you run a CSQ report that only shows the calls sent to the queue via the menu. i.e. press 1 go to CSQ.

 

anyone ever experience this?

 

Thank you

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VIP Mentor

Nope. Can you share more? Like, screenshots or something to look at?
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Anthony

 

Thanks for responding. here is screenshot of supervisor desktop CSQ data. look at HO2

And also attached is CSQ summary report from CUIC for same time period. big difference and the difference is from dialing the csq trigger DN. I just don't understand why if the supervisor desktop sees it and counts it as a CSQ call, wht the csq report would not show same.

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