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Updated: Wrap Up Reports for CUIC 10.5 (not earlier!)

EDIT: Based on user input we have now included a set of Daily Wrap Up Reports which report on summarized daily values. Additionally, a Wrap Up Code Count field is now included in the Agent, Call Type, Campaign, and Skill Group Wrap Up Reports. This field shows the total number of wrap up codes in use for that interval by that agent, call type, campaign, or skill group. This new bundle has been appended below and will import over the old bundle.


These are a set of 8 Wrap Up Reports for CUIC 10.5 that are being made available to the developer.cisco.com community. They will not work in earlier versions as they do not import. Below is the developers note included as help in the reports.


DEVELOPERS NOTE

CAUTION: The table which the Wrap Up Reports pull their data from, Termination Call Detail, may contain a large amount of data. When running these reports, be careful how much data is being called. Run a test report with one Agent, Call Type, or Wrap Up code just to see how much data is returned before trying to run larger reports.

Agent, Call Type, Campaign, and Skill Group Wrap Up Reports

Due to the amount of data available in the Termination Call Detail table per Call Type, the Call Type Wrap Up report will often take more than 1 minute to run.

Due to the amount of data available in the Termination Call Detail table per Skill Group, the Skill Group Wrap Up report may take more than 1 minute to run.

The Agent, Call Type, Campaign, and Skill Group Wrap Up Reports report on the most and least used wrap up codes for the group that is reported on. These reports are set up to fill in the name of the code used in the column header for the top 10 codes, and bottom 10, across all of the units that are reported on. The reports include two views, one for the top 10 and one for the bottom 10 wrap up codes. If there are not enough wrap up codes for there to be 10 some columns will be blank and have no time. This will also result in there being no data in the least used wrap up codes.

For instance, if running the Agent Wrap Up Report, the report will show the top 10 wrap up codes used by an agent and the times spent in each code. If running for more than 1 agent, it will show the top 10 wrap up codes across all the agents listed. Be advised that this may result in situations where one agent has a lot of time in one wrap up code while another agent has no time in the same wrap up code.

In addition to the name of the unit being reported on the Date and Time for each interval for that unit, and the time spent in each wrap up code, there are four sets of metrics included. These are Call metrics, Talk Time metrics, Wrap Up time metrics, and Miscellaneous Metrics.

Wrap Up Reports

There are four different Wrap Up reports included with this reporting bundle. These are the Wrap Up Report, the Wrap Up Agent Report, the Wrap Up Dashboard Report, and the Wrap Up Detailed Report. The first time running these reports, it may take a bit for the list of Wrap Up codes to populate so that the report can be run.

The Wrap Up Report is a half hour interval report which reports on call metrics for the given wrap up code or codes. There are four sets of metrics included. These are Call metrics, Talk Time metrics, Wrap Up time metrics, and Miscellaneous Metrics.

The report also includes a graph view which shows the average wrap up time per interval for the wrap up code.

The Wrap Up Agent Report reports call metrics for a given wrap up code and the agents who have used that wrap up code in the given period. This can be used to find out which agents are using a specific wrap up code and how often, in addition to the time spent in that state. This reports aggregate data for the entire period selected. There are four sets of metrics included. These are Call metrics, Talk Time metrics, Wrap Up time metrics, and Miscellaneous Metrics.

The Wrap Up Dashboard Report reports an aggregate row of data for the period selected for each wrap up code selected. There are four sets of metrics included. These are Call metrics, Talk Time metrics, Wrap Up time metrics, and Miscellaneous Metrics.

The Wrap Up Detailed Report gives a detailed report for a selected wrap up code. It provides half hour interval data for each agent, call type, and skill group for the selected wrap up code. There are four sets of metrics included. These are Call metrics, Talk Time metrics, Wrap Up time metrics, and Miscellaneous Metrics. This report can be quite extensive so it is highly recommended that it be run for only one wrap up code and only for a small interval such as 3 or 4 hours.

5 REPLIES 5
bill.king1
VIP Collaborator

Thank you for posting these. Are these compatible with newer versions, such as UCCE 11.6 for instance? I haven't seen a newer version of them posted here.

bfriedopfer
Enthusiast

Hello,

Is there anyway to get the Wrap up Value List to dynamically populate when new Wrap Up codes are created?

Currently, it looks like it populates when imported, but doesn't dynamically change.

Thanks,

Brian

@bfriedopfer Did you ever figure out a way to populate the Wrap Up Value List? I have added some new values and they are not showing up in the filter.

 

Thanks!

bill.king1
VIP Collaborator

Has anyone experienced an issue when trying to do an export when running some of these, such as the Call Type wrap up report, Top 10 or Lowest 10 view, where the export fails? This is an 11.6 system.

Keyur Patel
Beginner

Hi, Can we use these Wrap Up reports in CUIC 11.6.1 system? Thanks.

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