cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
2157
Views
0
Helpful
1
Replies

UCCX 8.5: Enhanced, tracking outbound calls

Roman Rodichev
Rising star
Rising star

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

1 Reply 1

aaron.osborne
Beginner
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

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community:

Recognize Your Peers