UCCX supervisor silent monitoring to capture by a cuic report

[hasunm522]

Hi all,

Is there anyway to check reporting on silent monirotring in CUIC. ?

[Ratheesh Kumar]

Hi there

I am afraid, not.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_1205/user/guide/cuic_b_user-guide-1205.html

Hope this Helps

Cheers
Rath!

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[Vaijanath Sonvane]

Hi,

There is no separate reporting on silent monitoring in CUIC. But in Agent Detail Report, the silent monitoring call is shown as Outbound IPCC Call from Supervisor Extension to Agent Extension like in the screenshot below:

From this report, I feel like it is difficult to tell whether this is an outbound call from supervisor to agent or silent monitoring call as there is no specific variable/parameter. You will have to do lot of crosscheck between supervisor and agents call logs to identify which one is silent monitoring call.