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Hello, I'm relatively new to WxCC Analyzer reports and come from a CUIC background. In the CSQ All Fields report, we need to split the consolidated Interval column into two separate columns so that date and time metrics can be reported on and filter...
Hello,I have an issue with Calabrio recordings where one agent can only hear one side of audio conversation instead of both during playback. However, other agents can playback and hear both sides of the conservation. Anyone have this issue or can pro...
Hello,I'm trying to calculate how many agents were logged on for previous dates at particular time interval (ie. 9am - 5pm and etc) for specific Team. Looking for the historical data that would provide Total Agent Count of logged on agents. I can get...
Hello,Does anyone have a sql that will generate Calls offered to the queue and the number of callers that opted to leave PCS? Trying to see the utilization count and percentage. I have custom report that will show the result. However, I need percenta...
Hello,I would like to create a flow chart or export script to different format that represents current call flow scripting in ICM for departmental review. We have hundreds of scripts that have very lengthy call flows, and I do not wish to spend hours...
Previously, we brought UCCE data into our internal data warehouse and used Qlik to turn that data into meaningful analytics. With our transition to WxCC and the replacement of Qlik with Fabric/Power BI, we have an opportunity to reimagine that approa...
Hi George, yes that's correct. The business unit needs to identify busiest shift times to evaluate if additional resources need to be added during a particular day or time during the week. (ie. Would like to filter by 6am-2:30pm through the Week and ...
Thanks Bill. I was able to get the information needed. Unfortunately, when we created the scripts we did not create a Call Type for each individual department that gets offered PCS. Instead only one PCS Call Type was created for all departments and u...
