I have a few skill-based routing question in UCCX7.0(1).
Assume, I have a queue called CSQ_Transfer that is skilled with Sales, Support, Finance. Now, in my script, based on the input from the caller ('Press 1 for Sales, 2 for Support and 3 for Finance), I have to dial out the call either to a Sales TFN or Support TFN or Finance TFN. I used the Call Redirect step to route the call accordingly. But my question is, how do I assign the specific skill to the call? or do I have to have a queue each for Sales (CSQ_Transfer_Sales) and so on to achieve this.
The standard reports is based on the CSQ. If the call is delivered to the CSQ, then you'll be able to see it in the reports. Since you're not using CSQ then i doubt any of the standard reports (http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf) will be useful to you.
What do you want to see in the report? If its just number of calls that selected Sales, Support, etc then you can use Aaron's recommendation to write to the custom variable field and do a simple count query on the db.
Ah - so not assigning a skill really in UCCX terms.
If you just want to tag it use a 'Set Enterprise Info' step to assign a word such as 'Sales' to one of the variables.
You can then run a custom variables report from HRC, which you would then want to export to Excel and report from there as it's a very rudimentary report.
Alternatively you can create a custom Crystal report to get the data out.
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