CUIS Outbound Report

Version 1
    This document was generated from CDN thread

    Created by: Mohamed Salim on 20-01-2011 11:58:45 AM
    Can any one have idea on the below question,
     
    1. How we are identify the number of outbound calls made by an agent and time spent on outbound calls.
    2. In CISCO what is the definition of outbound calls. 
    3. Can we generate a summary report for outbound calls ?
     

    Subject: RE: CUIS Outbound Report
    Replied by: Nathan Luk on 31-01-2011 01:17:17 AM
    What version of CUIS are you running? That information Should be available in the Agent Historical All Fields report under the Ext Out column for the default skill group under each agent. This is the definition of Ext Out in the CUIC 7.5 guide:

    Ext Out *
    Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
    The number of outgoing external calls that this agent made in the half hour interval

    As for a summary report you'd probably have to develop that yourself

    Subject: RE: CUIS Outbound Report
    Replied by: Mohamed Salim on 17-02-2011 10:32:59 AM
    Thanks Nathan, associating the outbund calls to the skill group of the agent is pretty straight forward. Even though the outbound calls is logged against the default skill group we can report against the skill group of the agent by doing some udjustment in report query. But the biggest chanllenge is..
    in Avaya the primary skill for each agent helps in tracking the outbound calls against the primary skill of the agent. In CISCO if agent is multiskilled how the outbound calls needs to be associated to the primary skill ?
    Have you worked on any such solutions ?

    Subject: RE: CUIS Outbound Report
    Replied by: Nathan Luk on 17-02-2011 06:05:00 PM
    Heh I come across this quite a bit with Avaya to Cisco migrations. Short answer is that there is no way. Cisco has no concept of Top Skill like in Avaya. It's just a fundamental difference between how Avaya and Cisco report on outbound calls. If you think about it, how can the system know that an outbound call should be associated with a given skill unless it's an outbound dialer call? You don't know if an agent is calling a customer back after they dropped out or calling their husband or wife for a chat.

    Subject: RE: CUIS Outbound Report
    Replied by: Mohamed Salim on 26-05-2011 01:09:37 PM
    Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
    does this include calls made by agent to external number ?
    does this include calls made by agent to other agent or supervisor by dialing extension number.

    I totally agree to your point we cannot compare Avaya with CISCO on outbound...