Reports: Call Volume per Hour of Day

[codysimsei]

Good evening,

This is my first time posting on this forum. In our company we use Cisco Historical Reports here and there. Still getting the hang of it myself. It comes in very useful for me when I run reports on how many calls were Handled/Presented for each week.

I was curious to see if there was a way to get the results broken down to how many calls we get per hour of the day? For example, I would like to see if we need to staff more for our dept in evening or morning times for example. For 8 PM, we got 10 calls, for 9:30 PM we got 4 as the bar graph/numbers show, etc.

Program version:

Cisco Unified CCX Historical Reports
Version 8.5 (1.10)

Also, how would one find out where to get the very latest version of the program? Does it require a license through our vendor?

Thank you!

[Manish Gogna]

Hi,

The historical reports available in UCCX  are given in the following link

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/user/guide/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug_chapter_011.html#UCCX_RF_I182E474_00

Any major upgrades ( like to version 9.x or 10.x ) need to be ordered via Product Upgrade Tool ( PUT ) , or you can contact your Cisco Account team.

Upgrade related details and procedure can be found here

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-guides-list.html

HTH

Manish

[kridge]

I wish an answer would have been posted (yes, no, here's how you do it) instead of a link that is now dead.

[kridge]

Here's the answer provided in another post, Run the 'Contact Service Queue Activity by Interval' report, and set an interval of 60 minutes on it.