About avalheru

avalheru · 04-19-2023

My SL is set at 18 seconds. Our calls Rona at 16 seconds.I have an interval that is showing 3 SL Calls Offered and 1 SL CallLooking at the Call Detail by Agent report, I have 3 calls in that interval. The first call Rona'd and went to the 2nd perso...

avalheru · 12-12-2022

Can someone explain what this field represents? Is it when the call hit our system? Is it when the agent answered the call? Is it when the call ended? Do all these individual fields exist as I can't find them. Is there a user guide that defines a...

avalheru · 11-16-2022

I'm trying to build out this report but it only shows intervals that had calls. If there are no calls during that interval, the report skips the interval. Is there a way I can show all intervals during a time period?For example, I run the report fr...

avalheru · 05-09-2023

I just don't like how it's reporting the caller as 2 calls offered but then both calls are showing as non-SL calls, even if the call is answered in 1 second after the rona.In this example, this is only 2 people calling us.Caller 1 ronas so it's count...

avalheru · 05-08-2023

We reached out to Cisco and was told it's working as intended which I do not agree with.If they are treating it as 2 calls offered, then it also needs to report on 2 calls being answered (1 as a non-SL call and the other as a SL call if it's answered...

avalheru · 04-19-2023

UCCE 12Your seconds looks to be slightly off but you are correct, only 2 different callers but it's showing up as 3 offers.

avalheru · 12-12-2022

@bill.king1 CUIC 12.6Cisco Unified Intelligence CenterVersion 12.6(1) Build 12.6.1.10000.21

avalheru · 12-12-2022

That makes sense in what I"m looking atIn my reports, I don't see fields on when the call came into us or when it was answered by our agents so I need to look at getting those added

Member Since	‎11-16-2022 07:05 AM
Date Last Visited	‎11-22-2023 08:57 AM
Posts	9

User Statistics

User Activity

Does 1 RONA call cause 2 non-SL calls?

Call Detail report - DateTime field

Call Type Queue Interval - does not show intervals with 0 calls

Re: Does 1 RONA call cause 2 non-SL calls?

Re: Does 1 RONA call cause 2 non-SL calls?

Re: Does 1 RONA call cause 2 non-SL calls?

Re: Call Detail report - DateTime field

Re: Call Detail report - DateTime field