Solved: Agent skill report in UCCX8

thomascollins · ‎10-15-2010

We want to produce a report of all our agents, what skills they are assigned, and what skill level.

If we navigate to a particular skill, we can "Open Printable Report of this Skill configuration". But it only shows the agent names, not the skill level. Also we would prefer one report that shows all skills.

Anything possible?

Thanks

anubhati · ‎10-19-2010

Hi Thomas,

I am not sure if Historical reporting client can generate this report.

The best way will be to create custom reports.

More ifnormation about this can be checked from the section "Creating Custom Historical Reports for Cisco Unified CCX" in the link below

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/programming/guide/uccx80hradm.pdf

Also 'Db_Schema" docuement will be helpfull

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801dbschema.pdf

Thanks

Anuj

View solution in original post

anubhati · ‎10-19-2010

Hi Thomas,

I am not sure if Historical reporting client can generate this report.

The best way will be to create custom reports.

More ifnormation about this can be checked from the section "Creating Custom Historical Reports for Cisco Unified CCX" in the link below

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/programming/guide/uccx80hradm.pdf

Also 'Db_Schema" docuement will be helpfull

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801dbschema.pdf

Thanks

Anuj

thomascollins · ‎10-20-2010

Hi Anuj, thanks. You're correct the default Historical Reporting reports don't have this, but it looks like I can get it by creating a custom report.