Hi Experts,   Is there any way that we can customize the application summary report to add Call GUID along with the call event date&time in CUIC. so that we can track a customer's end to end journey in CVP nodes. based on the GUID and grouped by Guid   Default App Summary Query : select dbdatetime, appname, sourceappname, elementname, avg_elapsed, elementtype, result, exitstate, count from applicationsummary_daily, resultref, elementtyperef where ((elementtype) like '%Flag%') and applicationsummary_daily.resultid=resultref.resultid and applicationsummary_daily.elementtypeid=elementtyperef.elementtypeid order by appname, sourceappname, dbdatetime, elementname, elementtype ... View more

Hi Experts,   Was wondering if it is possible to create 2 Lines (Extensions)for a single agent and both the lines can be used in the Finesse Agent gadget, so that Agent can receive incoming in one line and the 2nd line can be used to dial outbound calls. ... View more

I have a specific requirement to create a report on  the number of successful and failed attempts of date of birth and post code that user enters in cvp  application. Dob and post code attempts (form elements are configured to capture user input). If there is no match/ no input then  it should be captured as attempt failed1(form element name : dob1)and no match no input go to the 2 element as attempt2 (form element name : dob2) if system identified(from element if it exits as done) it should be captured as (attempt1 successful). Total three attempts are there . 3 attempts are configured to happen in 3 different form elements (dob1, dob2 and dob3) similarly postcode also configured the same way. My query is that Is there a possible way to make a cvp report with  the below field   (Call, Ani, dobattemp1, failed/ success, dobattempt2 failed/ success , dobattempt3 failed/ success Postcodeattempt1 success or failed, Postcodeattempt2 success or failed. We are using CUIC V11.6 ... View more

Hi Guys, We have integrated the PCCE solution 11.5 to Sales force and IDaaS for Delivering ID and Verification process. Now I have been asked to create custom report where Business can see how many callers have completed the ID&V process by displaying the complete user journey through IVR (how long caller waited in the call, which are the options caller selected the ID&V process (call outs to Sales force and IDaaS were successful and where did hung up etc..) Any light in this area to achieve the goal is really helpful!! ... View more