About sandreone1

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 · 03-19-2021

Hello,I have team that would like to route calls to Label IF calls in queue are greater than 5 calls. I think I'm close but not quite there yet. Any guidance appreciated. UCCE 11.6.1-- call comes in for Skill Group A-- if all agents in Skill Group A...

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	‎09-01-2024 05:46 PM
Posts	4
Total Helpful Votes Received	5

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CUIC Call Type Queue Interval vs Call Type Historical SL calc

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

Re: Audit UCCE agent attributes

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