Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

General and Agent realtime statistics internal and external calls

Hi

Our customer got IPCC Express 5.0

Now he likes to have realtime statistics regarding internal and external calls. This on a overall, CSQ and angent level.

How is this possible?

Regards Peter

1 REPLY
Silver

Re: General and Agent realtime statistics internal and external

IPCC does not assign calls statistics to the service based on the skill group/service membership. It is based on the service selected in the routing script for inbound calls. In general, IPCC downplays the service statistics and emphasizes the call type statistics to get an enterprise view of queuing. However, Call Type statistics do not contain information on outbound calls either.

135
Views
0
Helpful
1
Replies
CreatePlease to create content