About sandreone1

sandreone1 · 12-01-2025

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...

sandreone1 · 04-18-2025

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...

sandreone1 · 01-17-2025

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...

sandreone1 · 11-15-2024

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...

sandreone1 · 03-13-2023

Hello, Could someone please help me understand the difference between two CUIC (12.6 version) reports Call Type Queue Interval vs Call Type Historical Service Level calculation. I ran Daily reports and compared the two which return different SL perc...

sandreone1 · 03-05-2025

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...

sandreone1 · 11-15-2024

Thanks so much. This is exactly what I needed.

sandreone1 · 07-25-2024

Hello,Are there any reports in CUIC that provide audit trail of actual changes made in regard to agent attributes and skill groups? I'm aware of the Audit Report which details the user login information, but that report does not provide changes made....

sandreone1 · 03-19-2021

Hi David,Thanks so much for your reply. That resolved by issue after updating IF node after the skill group. Attached is successful test screen shot. Have a great weekend. Sharon

Member Since	‎10-02-2019 05:53 AM
Date Last Visited	‎12-08-2025 02:30 PM
Posts	10
Total Helpful Votes Received	6

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User Activity

Calabrio Call Recording issue with audio playback hearing both sides

Looking for CUIC historical report that provides Total Agent Count

PCCE 12.6 Post call survey count/percentage report in CUIC sql

Create a flow chart that represents current call flow scripting in ICM

CUIC Call Type Queue Interval vs Call Type Historical SL calc

Re: PCCE 12.6 Post call survey count/percentage report in CUIC sql

Re: Create a flow chart that represents current call flow scripting in

Re: Audit UCCE agent attributes

Re: Route calls to Label IF calls queued to Skill Group are greater than 5