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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...
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...
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...
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....
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
