Member since ‎01-26-2009

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  • 73 Posts
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I have a dept requesting modification to the "Agent Not Ready" historical report.  They would like individual summary lines for each agent, as well as a separate summary only report version that does not show each interval. I know in the old version ...
Hello! We are using SM based CCB in our 12.5 UCCE environment.  The CCB process is working without issue, and we can report on qty of handled calls from a Call Type perspective in CUIC; however, we do not see the calls for the CCB SG in the Agent bas...
I'm not new to CUIC (12.5 UCCE) but this has me stumped.  I have Call Type report that shows zero calls in the "Assigned From Queue", zero "Max Queued", but shows data within the "Longest Queued" column.   See attached sample report.  Also, why is th...
Hello!  I have a call flow that involves a local SG, then calls are queued to the regional SG and the network wide SG.  Agents are assigned their local SG, the regional, and the network wide.  There is a single call type, so all the queue data is con...
We upgraded to 12.5 UCCE earlier this year. On previous versions, I have not had any issue creating CUIC based gadgets and adding them to Finesse prior to 12.5.  I have created a new gadget, to the same design as previous gadgets and I haven't been a...
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Member Since ‎01-26-2009 12:30 PM
Date Last Visited ‎03-21-2023 06:32 AM
Posts 73
Total Helpful Votes Received 14