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- About Ratish Kalliadan
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Member since
11-28-2012
97
Posts
7
Helpful
18
Solutions
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
08-05-2019
11:32 PM
08-05-2019
11:32 PM
Scott,
CCX supports three modes for Agent Wrap up state, Wrap up disabled, Wrap up Automatic state with timer and Wrap up state with timer disabled.
The attached image is of app admin config where you can set the Automatic wrap up as enabled and timer as disabled, in this condition after every call ends agent is placed to wrap up state and can manually switch to Ready which i am assuming is what you need.
The image that you have attached is of Wrap up reason which is configured in Finesse admin page and upon only selecting a reason would the greying out of apply button go away.
Regards,
Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
07-16-2019
06:56 AM
07-16-2019
06:56 AM
You can have a maximum of 42 supervisors configured catering to teams having a maximum agents not > than 50.
... View more
03-19-2019
03:47 AM
Finesse call History is a live data gadget that will capture all the calls received and made by Agents on ACD line, the gadget will have the data captured by default without making any additional changes on CCX, UCM or Unity.
Regards,
Ratish
... View more
08-03-2017
09:32 AM
Manual outbound calls can now be monitored from Finnesse TPG, the agent state will be in Not ready however supervisor will be shown the agents talking on manual outbound calls with a symbol to initiate silent monitoring.
This enhancement is added as part of CCX rls 11.6 which will be available for download by mid of Aug 2017.
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
06-20-2017
10:16 AM
06-20-2017
10:16 AM
Hi Carolyn, This is coming post 11.6, we plan to provide position in queue or EWT which is yet to be finalised. One key enhancement that is coming in 11.6 is defining Business hours for Chat which lets customer know the chat unavailability via the chat widget. Regards, Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
06-12-2017
10:41 PM
06-12-2017
10:41 PM
Hi, Can you raise a TAC case to have this issue fixed, the reporting user permission is provided in UCCX app admin not in CUIC.
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
06-09-2017
09:09 AM
06-09-2017
09:09 AM
Hi Daniel, First of all the setting in system parameters is for supervisors to login to CCX app admin in order to reskill the agents, in that case you can give supervisor access to all teams or to teams assigned to the supervisor. Now coming to your live data issue, please check if this supervisor is also given reporting user access in UCCX app admin only then will the supervisor live data gadget see the data as shown in your screenshot. Regards, Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
03-01-2017
08:04 PM
03-01-2017
08:04 PM
I can arrange a Demo for you, can you drop me an email rkalliad@cisco.com<mailto:rkalliad@cisco.com> if you’re interested so that we can collect some early feedback. Regards, Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
03-01-2017
07:32 AM
03-01-2017
07:32 AM
In Agent Detail report the Duration is sum of Talk time and Work time. In CCDR report the start - End time is Queue time+ ring time+ Talk time+ Hold time+ Work time. I think if your seeing a diff between Start- end vs the total duration then its a bug, let me check and get back. Regards, Ratish
... View more
03-01-2017
03:14 AM
Hi, We currently dont have the Utilization % for a Agent, however we report how long an Agent was Ready and the duration of calls handled, can you create a custom report using these fields from CCX reporting guide?In CCX we dont have concept of skill group rather the data would be against the CSQ, Please check CSQ Agent Summary report for details. Regards, Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
03-01-2017
02:35 AM
03-01-2017
02:35 AM
Hi, Most of the Columns that your are showing in the table is already available as stock reports in CCX, can you check if the data you see and what is shown in the CCX reports are identical for comparison, you can check the reporting guide for which tables these stock reports are referring to, so that your getting the data from the correct source. Regards, Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
02-28-2017
11:22 PM
02-28-2017
11:22 PM
Hi Jan, The report your mentioning is a Historical report and supervisors by default dont have access to these reports by default, if you provide reporting user permission to a supervisor then these reports would appear and they would show up for all teams. The above behaviour is still 1CCX rls 11.5 and the upcoming release which is 11.6 would have Supervisor access to Historical reports by default and it would automatically filter the data pertaining to the Supervisor's team and assigned CSQ. Regards, Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
01-15-2017
09:58 PM
01-15-2017
09:58 PM
Hi, You can run the Detail call by call CCDR report to know the number of calls connected to IVR and the duration etc, however we currently don't have any out of box stock report for the DTMF. Few customer have post call survey where they collect the DTMF pressed by the caller, please see this post on how you can collect these DTMF or what number they pressed via report in the following post. Post call survey & Reporting in UCCX Regards, Ratish
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
09-13-2016
01:42 AM
09-13-2016
01:42 AM
Recordid and DialignListID are two different sequence values, there is a possibility that they may diverge and could be different. For any custom reporting purposes, always use dialinglistid and recordid should not be used.
... View more
Created by
Ratish Kalliadan
in Contact Center
in Contact Center
07-11-2016
11:02 PM
07-11-2016
11:02 PM
The current implementation does not write to DB on real time basis but stored in memory and written at intervals, so if you do a data dip which happens in Chat historical report you will see a lag of data for at least 15- 30 mins. Here is the link to the CCX 10.6 DB schema guide. http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reference/guide/dbsc… Regards, Ratish
... View more
08-05-2019
Scott, CCX supports three modes for Agent Wrap up state, Wrap up
disabled, Wrap up Automatic state w...
Created by
Ratish Kalliadan
in Contact Center
07-16-2019
07-16-2019
You can have a maximum of 42 supervisors configured catering to teams
having a maximum agents not > ...
03-19-2019
Finesse call History is a live data gadget that will capture all the
calls received and made by Agen...
08-03-2017
Manual outbound calls can now be monitored from Finnesse TPG, the agent
state will be in Not ready h...
Created by
Ratish Kalliadan
in Contact Center
06-20-2017
06-20-2017
Hi Carolyn,This is coming post 11.6, we plan to provide position in
queue or EWT which is yet to be ...
Created by
Ratish Kalliadan
in Contact Center
06-12-2017
06-12-2017
Hi,Can you raise a TAC case to have this issue fixed, the reporting user
permission is provided in U...
Created by
Ratish Kalliadan
in Contact Center
06-09-2017
06-09-2017
Hi Daniel, First of all the setting in system parameters is for
supervisors to login to CCX app admi...
03-01-2017
I can arrange a Demo for you, can you drop me an email
rkalliad@cisco.com if you’re interested so
th...
Created by
Ratish Kalliadan
in Contact Center
03-01-2017
03-01-2017
In Agent Detail report the Duration is sum of Talk time and Work time.In
CCDR report the start - End...
03-01-2017
Hi, We currently dont have the Utilization % for a Agent, however we
report how long an Agent was Re...
Created by
Ratish Kalliadan
in Contact Center
03-01-2017
03-01-2017
Hi, Most of the Columns that your are showing in the table is already
available as stock reports in ...
02-28-2017
Hi Jan, The report your mentioning is a Historical report and
supervisors by default dont have acces...
01-15-2017
Hi,You can run the Detail call by call CCDR report to know the number of
calls connected to IVR and ...
09-13-2016
Recordid and DialignListID are two different sequence values, there is a
possibility that they may d...
Created by
Ratish Kalliadan
in Contact Center
07-11-2016
07-11-2016
The current implementation does not write to DB on real time basis but
stored in memory and written ...
Public Statistics
| Date Registered | 11-28-2012 07:58 PM |
| Date Last Visited | 10-24-2019 12:06 AM |
| Total Messages Posted | 97 |
| Total Helpful Votes Received | 7 |
