09-03-2014 08:29 PM - edited 03-14-2019 01:50 PM
Hi,
We are using ICM8.x and trying to get the data that will display in Cisco Supervisor Desktop as Agent Team Statistics summary display and display them as a report in CUIC tool. Can some give me an idea of how to achieve that in report Definition. Please post If any anybody already have report definition for that .
09-04-2014 06:34 AM
Can you be a little more specific? What statistics are you looking for? If you need the Agent state information (Available, Talking, Not Ready, etc), that should be available in the Agent Real Time or Agent Team Real Time reports built into the system. The Skill Group statistics are available already in Skill Group Real Time reports.
-Jameson
09-04-2014 09:22 AM
09-04-2014 11:42 AM
In UCCE, you won't find all of those statistics available for reporting. From what I see on your screenshot:
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
09-05-2014 07:28 AM
Hey,
You have the standard report definitions in CUIC which fulfill your needs. Try checking Agent Skillgroup Real time and Agent Team Real Time reports under stock reports.
~Prashanth
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide