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CUIC Report for direct or outbound call from Agent.

VLT06
Level 3
Level 3

‎04-30-2012 10:14 PM - edited ‎03-14-2019 09:46 AM

Hello All,

I have not had too much experience with CUIC so I was wondering if there is a historical report that will identify calls either direct to and Agent line (not via call type) or would like wise indicate an outbound call??? I am assuming that if desktop Supervisor can show this type of status in real time that surely there is a field in CUIC that will report on it as well???

Any help much appreciated!

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geoff
Level 10
Level 10

‎05-01-2012 04:22 AM

They will be on the default Skill Group automatically created by the install of the PG. Will be marked as inbound or outbound. Historical for sure - don't recall what you would see in real time.

Regards,

Geoff

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VLT06
Level 3
Level 3
In response to geoff

‎05-01-2012 03:15 PM

Thanks Geoff,

Yes, I see it as a tally count now but what about duration?

I have used the stock "Agent Historical All Fields" to get the tally but can't see one incorporating the duration?

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