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Bucket Intervals in UCCX

Hello All,

Hope you can help....

In UCCE there is a function called bucket intervals, this can report on offered and answered calls within pre allocated times segments..... But is there an equivalent in UCCX?

Goal to report on totals calls per day / month that

A) Queued for 0-60 and Answered

B) Queued for 60-120 and Answered

C) Calls Abandoned after 120 seconds queuing

We are using UCCX 9 and CUIC. What would be the best solution?

Thanks,

Duncan

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

Bucket Intervals in UCCX

You have two options:

  1. There is a CSQ Call Distribution Summary report that does essentially the same thing, though you can't define the buckets to my knowledge.
  2. You can define the SLA on any CSQ and report on what percentage of calls met the SLA. It's defined as "Out goal is to answer X percent of calls within Y seconds." This appears on a few reports, namely the CSQ Activity ones.

Please remember to rate helpful responses and identify helpful or correct answers.

Please remember to rate helpful responses and identify helpful or
1 REPLY
VIP Super Bronze

Bucket Intervals in UCCX

You have two options:

  1. There is a CSQ Call Distribution Summary report that does essentially the same thing, though you can't define the buckets to my knowledge.
  2. You can define the SLA on any CSQ and report on what percentage of calls met the SLA. It's defined as "Out goal is to answer X percent of calls within Y seconds." This appears on a few reports, namely the CSQ Activity ones.

Please remember to rate helpful responses and identify helpful or correct answers.

Please remember to rate helpful responses and identify helpful or
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