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Cisco Unified Intelligence Center V.11

Brand new to Cisco Unified Intelligence Center. I am aware of the RONA field in CUIC.

Can anyone tell me the field to use/view when an agent receives a call and sends it back into queue ? As we call it a "flush"?t

Thank you in advance

Mat

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Cisco Employee

Re: Cisco Unified Intelligence Center V.11

Hi Mat,

There are a lot of reports/view talking about RONA. For example: You can get RONA details in the following reports in CUIC - Agent Historical All Fields, Agent Queue Interval, Agent Precision Queue etc.

Please look for more details in the UCCE Reporting guide: Link to R11.6 guide is here: Cisco Unified Contact Center Enterprise Reporting User Guide, Release 11.6(1) - All Fields Historical Reports [Cisco Un…

Thanks,

Vikram G

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Cisco Employee

Re: Cisco Unified Intelligence Center V.11

Hi Mat,

There are a lot of reports/view talking about RONA. For example: You can get RONA details in the following reports in CUIC - Agent Historical All Fields, Agent Queue Interval, Agent Precision Queue etc.

Please look for more details in the UCCE Reporting guide: Link to R11.6 guide is here: Cisco Unified Contact Center Enterprise Reporting User Guide, Release 11.6(1) - All Fields Historical Reports [Cisco Un…

Thanks,

Vikram G

View solution in original post

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