Wrap UP code Report

[anish.gupta11]

Hi All,

I am trying to pull report for all the calls by wrap code but it does not shows up the calls where agent did not select any code or forgot to do so. Is there any way I can configure the report if agent does not select anything.

Thanks!!

[Deepak Rawat]

You can run Agent Wrap-Up Data Detail Report that will also show the calls wherein agent did not select any wrap-up data.

Regards

Deepak

[anish.gupta11]

Hi Deepak,

Thanks for your answer but I want in the 'Agent Wrap-Up Data Summary Report'. Is there any way I can see in that report when wrap code is not selected. Any work around will work as I want to match the total incoming calls against wrap code.

Thanks!!

[Deepak Rawat]

There is not, you cannot view this is Agent Wrap-Up Data Summary Report.

Regards

Deepak

[anish.gupta11]

Any other way to match the two reports or to mark the calls without wrap code.

[Deepak Rawat · Accepted solution]

If you have a standalone CUIC with Premium license installed on it and of course some programming skills you can then try to create your own custom Report and see if it help. Refer below to know more about this:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guide/UCCX_BK_UEE2CFE1_00_uccx-report-developer-guide-11/UCCX_BK_UEE2CFE1_00_uccx-report-developer-guide-11_chapter_010.html

Regards

Deepak

[dan pavlu]

Where can i find this report?

Agent Wrap-Up Data Detail Report

Thanks.

[Deepak Rawat]

This is a default report available in CUIC and you will find it in CUIC >> Reports >> Stock >> Unified CCX Historical . Below is the URL to access CUIC

https://<IP Address of CUIC>:8444/cuic

Regards

Deepak

[dan pavlu]

Sorry I didn't note that we do not use UCCX. We are using UCCE. Do you know if the report would be available in UCCE/PCCE?

[Sasikumar Divvela]

I am not sure this exactly suites for you or not. 

You can try for Agent summary reports where it gives the avg time he spends in wrpa-up state.

[dan pavlu]

Thanks I will try this but we were actually looking for agent totals like peg counts of each wrap code instance.

[KT4RJN]

Did you get this resolved? I am looking for the same. 

Thanks,

Jonathan