Heads Up :
The post you are writing will appear in a public forum. Please ensure all content is appropriate for public consumption. Review the employee guidelines for the community here.
Let me preface my question with the note that I am having a difficult time identifying the correct location to post my questions under the updated website. please direct me to a better forum if needed.
I would like to understand why I am getting s...
The Abandon Call Wait time and answered short call thresholds were set at installation. We may be interested in changing them, but I have had a difficult time determining the impact and how the changes would be represented in the reporting. Looking...
I am looking to understand agent transfers in UCCE from both an agent's point of view and in the data.
1) From an agent's perspective, what is the difference between a warm transfer and a conferenced call?
2) Are all conferenced calls always a tran...
When I look at a report that uses the Call_Type_Interval table, I see a number of calls classified as Overflow Out. But when I look at the Termination Call Detail table, I cannot find information on the majority of these calls. Should I be able to...
Looking at data and listening to calls, I am still uncertain when Cisco chooses to label a conference as a "warm transfer" versus "Conference". I have listened to "warm transfers" that go to voicemail so obviously warm bodies aren't a requirement.
