UCCX Reporting - Can i get this report

[JonesR]

Morning all,

I have a customer that wants the following: 

To see where the longest wait time is and then correlate how many agents were taking calls and available.

Is this possible to obtain this using a standard historical report or how would I go about getting this information?

I have looked at what available as standard but cannot find anything that seems to fit.

Many thanks,

RJones

[Jonathan Schulenberg · Accepted solution]

The first half of that is pretty straight forward; the Contact Service Queue Activity Report shows Max Queue Time. Researching the state of every agent during a given span of time is a bit more work but doable using the Agent State Detail Report, filtered by Team name.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/user/guide/uccx_b_ccx-reporting-guide-1162new/uccx_b_ccx-reporting-guide-1162new_chapter_01.html

[JonesR · Accepted solution]

Thank you, Johnathan, for the tips.

[CommSouth]

Hi Jones,

We can do so with some customization i believe. We are one of the Cisco partner and we do customized CUIC based reports for UCCX/UCCE.

Longest wait time is maximum wait time of any call during the day in real time. 

Talking agents are count of agents in talking state and available agents as count of agents in ready state in real time.

If this is the scenario, let me know the UCCX version and we can discuss about the possible customized reports.

You can contact me @ prasana@commsouth.com.

Regards,

Prasana Kumar.P

+91-9841027006