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One of our customers wants to know if the following scenario is possible:
UCCX agent calls a customer. Later, this customer calls back to the company and enters uccx. In the script I would like to determine first if this customer has been in touch wi...
Hi,Can anyone point me into the right direction? I need to recreate the CAD Agent Call Log report for usage as a cuic report. Customer is using UCCE. I would like to have the report in cuic and present it to the agents with the CUICsamplegadget.Thank...
Hi,Can anyone help me out with a report definition on UCCE that does not only give the different agent states and durations, but also when the state change has occurred ? something like:Name, date, State, State starttime, state endtime, stateduration...
Hi all,For a few of our customers we need to report on a large group of agents that are multi skilled. For instance, a monthly report on all agents and on all skills. The result should be one line per agent per skillgroup per day.Trying different way...
Michael, you can try :SELECT x.resourceName, t.eventType, x.datetime FROM (SELECT t1.resourceID, t1.resourceName, MAX(t2.eventDateTime) AS datetime FROM Resource AS t1 INNER JOIN AgentStateDetail AS t2 ON t2.agentID = t1.resourceID GROUP BY t1.resou...
Thank you for your reply. However, I feel that a reporting package for large contact center environments should standard be able to report on large numbers, customers are not satisfied with a paid solution by either Cisco or the Partner. Surely this ...
Where I do the select resource step in the script I set the time out to 10 seconds to affect the amount of rings before a RONA occurs...this value can be different for each CSQ. Is this what oyu mean ?
