Cisco Unified Contact Center Historical Reporting - Custom Report

[ComBank100]

Hi All,

I have been working for develop custom report for the Cisco Unified Contact Center Express 9.0 Historical Reporting. I have a question regarding that how I filter “Agent call summary report” based on the location / Operational area. What is the table link that I can take the above result?

Thanks in advance.

ComBank100

[Aaron Harrison]

Hi

You can filter based on team or skill by default on that report without any customisation, team/skill generally map to operation areas.

Can you specify or give an example of exactly how you would want to filter it?

Aaron

[ComBank100]

Hi Harrison,

Thanks for the reply. BTW, this not the answer that i need. If any table have data regarding location/operational area, so i need to know that table, coz i used official database manual too. but there is no such table they mention there. 

As you said, i checked with the team/skill and resource table, but there is no way to find a location or a operational area.

Thx

ComBank100

[Aaron Harrison · Accepted solution]

Hi

The issue is that you do not program 'operational area' or 'location' in CCX. Those concepts do not exist.

You need to line up your CSQs, teams and so on so that they can be used in as operational areas/locations if that's what your business needs.

Aaron

[ComBank100]

Hi

Thanks. I got the idea now.