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New Member

Can UCCX 10 / CUIC Provide Historical Reports That Include Email Content?

Hi,

Can UCCX 10 / CUIC provide historical reports that include email content?

Currently I can only see email subject within historical reports, but on supervisor real time you can see email content.

Our customer wants to be able to report historically on email content, as its used for reviews etc.

Thanks in advance.

Mike.

 

4 REPLIES
New Member

I have this problem too. The

I have this problem too. The customer wants the system to show the actual emails from the customers. Just like viewing it in Outlook. Is this possible on UCCX?

Super Bronze

HiHaving looked at the DB

Hi

Having looked at the DB schema I see that only the to/from/subject fields are logged in the database. That's all the would be available to CUIC.

(http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/reference/guide/dbschema.pdf?mdfid=286265496)

That's not to say it's completely impossible - but it would be very complicated. You'd need to somehow extrac the content of the emails on the Exchange server into a database where it could be read in to CUIC. That could be very difficult, take up lots of space...

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Thanks for the reply Aaron.

Thanks for the reply Aaron. So how do we read the emails? For example, the supervisors, what do they do if they need to review the emails of the agents?

Cisco Employee

Hi,I think the Review CSQ

Hi,

I think the Review CSQ would be the best option suitable for your environment.

More information:

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/user/guide/cadx105-desktop-admin-user-guide.pdf

Page 213

Regards,

Arundeep

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