About SafariMan

SafariMan · 05-05-2016

Where can I find the details of the calls waiting in the queue to be answered in realtime (or as close to as possible)? In Call_Type_Real_Time the RouterLongestCallQ tells us the time in seconds for the longest waiting. I want to know the wait time...

SafariMan · 05-05-2016

Is there a way to trace the movement of Agents to Skill Groups and teams? Skill_Group_Member and Agent_Team_Member can both tell me which skill and the team associated with the agent based on the current config in CCMP. Im interested in seeing - h...

SafariMan · 04-19-2016

Hi All, In the Agent_Event_Detail table we only see Not Ready Events between Login and Logout. when you determine the the start and end time of the Not Ready duration there are gaps of time between one Not Ready Event and the next. Can we assume ...

SafariMan · 04-19-2016

Hi All, The Agent_State_Trace table is ideal for some reporting that i want to produce however after reading posts about it all im seeing are warnings regarding performance issues on the CPU and db size due to the large number of records it needs to ...

SafariMan · 06-21-2017

Hi Rachelle, in running into a similar issue. When I calculate the Start Time of the event I subtracting the Duration from the DateTime and in some cases there is an overlap, e.g. StartTime is calculated as 12:04:32 but the DateTime of the previous ...

SafariMan · 08-18-2016

Very interesting thread. I'm currently reviewing how AHT is calculated, and have been able to determine that the following fields will add up to HandledCallsTimeToHalf: HandledCallsTalkTimeToHalf + IncomingCallsOnHoldTimeToHalf + WorkReadyTimeToHal...

SafariMan · 05-08-2016

Hi Chintan, I've read through some more documentation around scripting and i have a better understanding of what you're suggesting. Thank you. Im going to work with the 'scripting guy' to see if we can make it work. Ill let you know how we go!!

SafariMan · 05-06-2016

that sounds confusing =) We already have a significant number of existing call types that i want to build my reporting against. Not sure i want to expand each of those call types for this purpose. Also, i dont want to report on how long it took fo...

SafariMan · 05-06-2016

i think i understand the logic behind your suggestion however it might be missing a piece of the puzzle. (im pretty new to Cisco so please forgive me if im wrong) what i want exactly is to know how long the calls are waiting in the queue (right now)...

Member Since	‎03-10-2016 08:38 PM
Date Last Visited	‎09-20-2018 03:22 AM
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Realtime Reporting on calls in queue

Tracking Agent Skill and Team Changes in UCCE

Agent_Event_Detail

Agent State Trace for actual reporting, not problem investigation

Hi Rachelle, in running into

Very interesting thread. I'm

Hi Chintan,

that sounds confusing =)

i think i understand the