04-09-2018 02:16 PM - edited 03-14-2019 06:05 PM
Hello All,
we running UCCX 10.6 in our environment and just wondering if there's an option in uccx reporting that can genrate a report on based inquiry that how many calls go to hold Queue?
Thanks for all the input
Sukhdeep
Solved! Go to Solution.
04-09-2018 03:02 PM
You can run : "Contact Service Queue Call Distribution Summary".
HTH
Chuck
04-09-2018 03:02 PM
You can run : "Contact Service Queue Call Distribution Summary".
HTH
Chuck
04-10-2018 09:32 AM
Hello Chakshu,
thanks for your reply and time.
I look at the report suggested by you but it kind makes me more confused as the total sum of all calls is off by 5 calls.
for example, it showing me total handled calls 708.
0-15= 655
0-30 = 699 (so difference is 44)
0-45 = 702 (difference is 3)
0-60=703 (the difference is 1)
so total is 655+44+3+1=703
Abandoned Calls list showing same too.
total 15 but when I do the counting number comes around 8
just not sure where all missing calls go? is there any other report which gives me information on those missing calls numbers?
once again thanks for your help
04-12-2018 09:10 AM
Its not suggested to compare the two reports, the reporting template used for the calculations are different.
However you can raise a TAC to get more clarification, to understand the depth why there is a difference.
04-17-2018 08:04 AM
Hello Chakshu,
I was not comparing two reports. just some misunderstanding with one reports but a reply from "brianbatty" clear my misunderstanding and I am good now.
Thanks for you all help
04-12-2018 01:04 PM
You handled 703 calls within the 0s to 60s timeframe - the 5 'missing' calls took longer than 60s to handle.
04-17-2018 08:00 AM
oh.....lol
Thanks for the clarification
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