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Member since ‎06-19-2014

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Hey,Anyone figured out a good way to measure first-call resolution in CUIC?Please share your ideas/solutions!Thanks in advance.
Hi,I am checking AgentOutCalls from the Agent_Skill_Group_Interval table, but it doesn't match number of calls in Termination_Call_Detail with PeripheralCallType = 9, on 1 out of 6 agents - and I have no clue why.In the ASGI table, the agent has made...
Hi all,I´m trying to find out the longest wait to abandon in the Call_Type_Interval table.However, it seem to sum together the "DelayQAbandTime" on an interval instead of picking the MAX DelayQAbandTime.This makes the "Longest wait to abandon" being ...
Hi all,I'm having a report which need serious improvements as its taking such a long time to run.I believe that the reason of this is because I need to calculate how many calls we have coded with a wrapup code, divided by how many calls we have (both...
Hi,When comparing at Agent_Interval.LoggedOnTime with the duration between Agent_State_Trace.Eventname=1 and Agent_State_Trace.Eventname=0 there is a time difference.When doing the comparison on an Agent they had:LoggedOnTime: 08:48Duration between E...
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Member Since ‎06-19-2014 06:37 AM
Date Last Visited ‎07-19-2018 04:25 AM
Posts 67
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