In UCCX7 admin real-time reporting, the status box always shows "not connected" so we're not able to run any real-time reports. Why is this status box showing "not connected"? and how do I resolve it to be able to run real-time reports? Running UCCX Admin v7.0(1) ... View more

How can our call center supervisor get real-time CSQ service level statistics (GOS - grade of service)? I know that they can run a historical report but that will only give them the day before service level...so if there was a service level issue they would only know about it the next day...which is a day late in order to resolve the issue. I don't understabnd why CSQ service levels can be dfined but can only see the results a day behind....nothing in real-time. Running UCCX v7.0(1) ... View more

An agent can put themselves in both phone ready and email ready state...does that mean they will get both a phone call and an email at the same time? Or does it mean that if they get an email, they go to not ready state for both phone and email? If an agent is both phone ready and email ready state, which takes priority?  Is there a way to ensure (configure) incoming phone calls take priority over incoming emails? Also under configuring agent e-mail, Maximum number of e-mails on agent desktop = the maximum number of e-mails an agent can have on the desktop at any one time - what does that really mean? We are running UCCX v7.0(1) ... View more