In UCCE, you won't find all of those statistics available for reporting. From what I see on your screenshot:
- Logon Time - this is available in Agent Real Time reporting.
- Calls Presented/Handled - You can get Handled counts up to the previous half-hour interval using Agent Historical reports. A "Presented" total would be a combination of Answered, Abandon Ring, and RONA for the agent.
- Max Talking - This is not in any UCCE reports I've seen. Getting this data would require a custom report on the Termination_Call_Detail table, and would not be trivial to get.
- Average Talking - Average Inbound Talk Time is quite easy to calculate from HandledTalkTime and CallsHandled in Agent Historical reporting.
- Total Talking - There are a few different TalkTime fields in Agent Historical reporting.
- Max Ready - This would not be in any existing UCCE reports... the only way I can think of to get this data from CUIC reporting would be to enable Agent State Trace on agents and report on the Agent_State_Trace table. Not an easy report to build, and quite resource-heavy to enable Agent State Trace on many agents.
- Avg Ready - Like "Max Ready", not easy to get, and for the same reason.
I don't know what other fields are on that summary screen, as I don't have a CSD install here to reference.
The reason so many of these fields are not available is due to the data coming from different sources. CAD likely assembles all of that data for you, based on live data received from CTI Server. Meanwhile, CUIC gets all of its data from the AW/HDS databases. Perhaps UCCE 10.5 Live Data reporting will fill some of these gaps... I don't know.
Why do you need to replicate this as a CUIC report?
-Jameson
-Jameson
