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We are using UCCE 12.5.Our call centre operates 24/7 and, for the sake of argument, we have two attributes A and B, along with two PQs, PQ1 and PQ2.Calls to PQ1 are preferentially routed to agents with attribute A. If none are available, then an agen...
I am trying to create a report to show agents that are ready to take calls in a particular Precision Queue. This should be very easy!The report definition in use is Agent Skill Group Real Time; I have set up a filter on the AgentState field for "Read...
I get the following error messageYes, it is a stock report, although I have saved a copy and removed unnecessary columns.And yes, it doesn't matter what I type for the SkillName, it is the same result in all cases.
Unfortunately, I don't have the capability to run the SQL directly, but I have attached what CUIC produces.This is the basic report, unfiltered.I can add a filter on AgentState and that works fine...But if I try and add one to filter on SkillName (as...
