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Rising star

UCCX 8.5: Enhanced, tracking outbound calls

Is anyone aware of a way to track statistics for outbound calls that agents place from their ICD extension using supervisor desktop? or historical reporting?

Not interested in outbound option.

UCCX 8.5.1 Enhanced

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Beginner

Yes, you will need to use the historical reporting client to track the statistics for outbound calls that an agent palces from their ICD extension. I have provided a link below to the Cisco Unified CCX Historical Reports User Guide for your review. You will be concerned with page 55, most notably the Agent Call Summary Report or the Agent Detail Report.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf

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