Need a specific report in UCCX 10.6

[dgoodmundson1]

Is there a report available in UCCX 10.6 that shows the % of calls answered in a certain number of seconds? 

The Contact Service Queue Call Distribution Summary Report show the % of calls answered in 15. 30. 45. and 60 seconds, but it doesn't show any percentages for calls answered after 60 (say 75, 90, 120 seconds).

Is there a way to create a report showing these amounts? 

I've a attached a section of a report we used to use that shows basically what I am looking for.

[Deepak Rawat · Accepted solution]

There is no report other than what you already know (Contact Service Queue Call Distribution Summary) that provides the percentage for calls answered for a certain time period. You will need to create your own Custom Report using standalone CUIC and then import the same to co-resident CUIC and do it that way if you want reporting for more than 60 seconds.

Below guide talks about all the stock reports available within CUIC and their respective fields:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106.html

Just a thought not sure how useful it be for you, there is a Service Level time that you can define at the CSQ level. Post this, you can run reports such as Common Skill CSQ Activity Report, Contact Service Queue Activity by CSQ Report etc that can then tell you the % of calls handled within the defined SL. Only drawback is that, for one CSQ you can only define one Service Level be it 75 seconds, 90 or 120 and not all of them.

Regards

Deepak