UCCX help with reporting in uccx

[sukhigrwl]

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  

[Chakshu Piplani · Accepted solution]

You can run : "Contact Service Queue Call Distribution Summary".

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/user/guide/UCCX_BK_U6A2CAD2_00_uccx-report-description-guide-115/UCCX_BK_U6A2CAD2_00_uccx-report-description-guide-115_chapter_010.html

HTH

Chuck

[sukhigrwl]

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

[Chakshu Piplani]

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.

[sukhigrwl]

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 

[brianbatty]

You handled 703 calls within the 0s to 60s timeframe - the 5 'missing' calls took longer than 60s to handle.

[sukhigrwl]

oh.....lol

Thanks for the clarification