UCCX Scripting - Reportable Objects

[Hieronymous Merkin]

Interesting request to find out how many calls a trigger had when the contact center was in off hours mode.  The CUIC really needs a reportable object like CSQ, or Agent or something to run a report against.  Yes, the CUCM CDR could capture Trigger hits against a clock and date, but how best to create a reportable counter in UCCX.   The script does some sorting through a menu to learn where the caller wants to navigate to but I dont see that as a reportable object.   Perhaps a Call Variable could be set based on a menu selection option?   Anybody have any thoughts on how a script would count menu selections and store them for reporting so that you could say at date and time, a caller hit the trigger and selected menu item X?   Interesting puzzle..

[Deepak Rawat]

Call Custom Variables Report is what you can run in this scenario. For this to capture, you will first need to set certain things in the script such as if the caller press Option 1 let's say then use Set OptionPressed == "1", in this case OptionPressed is a String Variable. Similarly if caller pressed Option 2, then use Set OptionPressed == "2"  press Now use the Set Enterprise Call Info Step just before the call is redirected or transferred to agent and set the OptionPressed variable against Call.PerpipheralVariable1. Now simply run the Call Custom Variables Report and you will be able to see the values again call variable1 for all the calls wherein the menu options were pressed along with the timings.

Regards

Deepak

[Hieronymous Merkin]

Thanks Deepak we are thinking alike.  I just need to see if UCIC can produce a report on Call Variables as I know that the first 10 variables are suppose to be reportable. at least they are in UCCE.  I suspect it would be ugly to look at, but we can set a variable to TIme/Date and Option Pressed.   - Peter

[Deepak Rawat · Accepted solution]

Call Custom Variables Report is available in CUIC for UCCX by default. Its just that you will need to capture the data in script and store them in Call.Peripheral Variables. Its not that 10 variables are reportable but there are two types of variables Call.Peripheral and ECC variables. Call.Peripheral variables are 10 in total and can be used for reporting purpose. ECC variables (up tp 200) are only active during the runtime of a call and cannot be used for reporting.

Other difference between them is that a peripheral variable can only contain 40 characters, an ECC variable can contain 210 characters

Regards

Deepak