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Community Member

Webview Service reports IPCC 7.2.5

Hello,

I am having issues with webview reporting for a particular service. I have added the skillgroup to the service but when I try to view the reports I can see only the headers. But I can see reports for other services without any problems.

We are using IPCC 7.2.5

4 REPLIES
Green

Re: Webview Service reports IPCC 7.2.5

Services - not in UCCE please.

Regards,

Geoff

Community Member

Re: Webview Service reports IPCC 7.2.5

Geoff, You mean services wont work?

Community Member

Re: Webview Service reports IPCC 7.2.5

For ICM connected to an ACD, you use services, as the ACD picks the agent.

For IPCC / UCCE, you use call types and skill groups instead, because ICM picks the agent.

While some skill group information does roll up into the associated service, this information is not complete from a reporting perspective, and should not be relied upon.

The only time you can use service reports in an IPCC environment, is when you have an IPCC system setup as a Child of a ICM Parent, because then you use service reporting at the Parent level.

Regards,

Corey.

Community Member

Re: Webview Service reports IPCC 7.2.5

Hello Corey,

Thanks so much for the information. Now I understand more clearly about service reporting.

Regards,

Amith

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