CUIC Rel. 8.5.2 - Agent Historical All Fields

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    This document was generated from CDN thread

    Created by: Michael Huelskoetter on 23-02-2012 06:01:49 AM
    Hi Team,
     
    my customer uses CUIC rel. 8.5.2 and based on the stock template "Agent Historical All Fields" I configured another report for him.
    After a few days of operation, my customer noticed that there is a SkillGroup appeared inside the report which he didn't knew.
     
    Unfortunately I didn't know why this SG appears there as well, because it's nowhere configurered (nowhere I now).
    The name of that SkillGroup is "cm.Cisco_Voice.default.xxxx" (xxxx = a number).
     
    Does anyone know, when or what for this kind of SkillGroup is used?
     
    Many thanks in advance!!!
     
    Kind regards,
    Michael

    Subject: RE: CUIC Rel. 8.5.2 - Agent Historical All Fields
    Replied by: Senthil Kumar Natarajan on 24-02-2012 06:57:05 PM
    my guess would be outbound calls (agent transfers etc) placed from that agent line. Check for that group if 'Ext Out' is incrementing?

    in my report i see that as CUCM1.PIM.Cisco_voice.XXXX.

    -senthil

    Subject: RE: CUIC Rel. 8.5.2 - Agent Historical All Fields
    Replied by: Michael Huelskoetter on 28-02-2012 05:08:17 AM
    Hi Senthil,

    thank you very much for your reply!
    I have checked your suggestion in the customers LAB, but unfortunately I couldn't verify that behavior.
    So, that doesn't seem to be the reason...

    regards,
    Michael

    Subject: RE: CUIC Rel. 8.5.2 - Agent Historical All Fields
    Replied by: Senthil Kumar Natarajan on 28-02-2012 09:47:53 AM
    how are you testing this? did the 'ext out' increment for that SG? or what is data is collecting for that SG? Can you attach a copy of that report?

    -senthil