We have just implemented the latest version of UCCX 7.x premium and the customer wants to be able to pull reporting that will show the max calls in queue at any particular time, either by CSQ or across the enterprise.
I've looked at a lot of reports and while there are categories reviewing handled and abandoned calls, there is not a queue stat that reveals how many calls were actually queued up at say; 3pm.
the link below is to a similar question for version 4 but, the answerer only linked to the sales preso..
our implementation has 6 CSQ, over 40 apps to route a significant number of DNIS and, one team.
It states for Calls Presented in Contact Service Queue Activity Report (by CSQ):
Join CCD and CQD on sessionID, sessionSeqNum, proilfeID, and nodeID to determine CQD records during the report period. (For these records, the corresponding CCD.startDateTime is during the report period). The additional search criterion is CQD.targetType is 0 (type CSQ). The combination of CSQ record ID and profile ID uniquely identifies a CSQ. CSQ record ID and profile ID are stored in CQD.targetID and CQD.profileID, respectively. For each CSQ, count the number of CQD records to determine the number of calls presented to that CSQ.
Who ever designs the report should be able to break out the query above by time slots to show how many calls in a CSQ for the given timeframe.
I hope this is good information for you. If so please rate the post.
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