CUIC Report- Calls Waiting in the queue

Version 1
    This document was generated from CDN thread

    Created by: Rajesh CK on 05-03-2012 06:28:21 AM
    Dear Group
     
    I am recently been started working with UCCE platform, for one of our client
    who is using CTI Desktop Client (V8.5) required to have
     
    <ul>
    <li>A field in the CTI screen about the number of calls currently queued or
    waiting in the queue</li>
    <li>A CUIC report for the manager to show the status of the queue or no of calls
    waiting in the queue waiting to allocated to an agent</li>
    </ul>
     
    Please let me know the best way to achieve this
     
    thanks in advance
    Rajesh

    Subject: RE: CUIC Report- Calls Waiting in the queue
    Replied by: David Macias on 08-03-2012 02:18:34 PM
    Look at a real time call type report or a real time skill group report.

    david

    Subject: RE: CUIC Report- Calls Waiting in the queue
    Replied by: Rajesh CK on 12-03-2012 02:30:57 AM
    Thanks David

    Subject: RE: CUIC Report- Calls Waiting in the queue
    Replied by: Rajesh CK on 12-03-2012 02:30:57 AM
    Thanks David

    Subject: RE: CUIC Report- Calls Waiting in the queue
    Replied by: Luis Yrigoyen on 12-03-2012 10:12:36 AM
    use this report as reference.

    Subject: RE: CUIC Report- Calls Waiting in the queue
    Replied by: Rajesh CK on 14-03-2012 07:38:34 AM
    Thanks Luis

    That was a nice addition Luis, the attached report was the exactly one i was looking for - thank you verymuch for the helps. i have few more questions

    1) Can you point me some link or valid documents on how to create custom reports like the one you forwarded me
    2) I would like to conver this as some graphical for like grid or graph or something, is it possible ?


    thanks in advance

    rajesh

    Subject: RE: CUIC Report- Calls Waiting in the queue
    Replied by: Luis Yrigoyen on 14-03-2012 10:02:23 AM
    No problem...

    This should get you started:

    1) Can you point me some link or valid documents on how to create custom reports like the one you forwarded me --
    This is the link to download the user guide for the reporting side of CUIC.
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_852/user/guide/CUICUserGuide85x.pdf

    2) I would like to conver this as some graphical for like grid or graph or something, is it possible ? --
    This one in particular is easy to add a Gauge but you will have to modify the Definition just a bit.
    step 1. Go to the Report Definitions and right click on the one for this report
    step 2. Click on the Fields tab and choose the RouterCallsQNow fied
    step 3. Click on Edit Formatting and change Footer to Count (the Format should be in "1234")
    step 4. Save it.
    step 5. Now go to Edit Views for the report
    step 6. Click on Create and choose Gauge
    step 7. The Gauge settings will open up.   Make sure the Field is pointing to RouterCallsQNow
    step 8. Give it a Name
    step 9. Set your Range -- for may case this would be 0 to 15 (this represents the highest mark for the gauge)
    step 10. Set your thresholds.

    Subject: RE: CUIC Report- Calls Waiting in the queue
    Replied by: Luis Yrigoyen on 14-03-2012 10:06:33 AM
    CORRECTION

    step 3. Click on Edit Formatting and change Footer to Count (the Format should be in "1234")

    NOT COUNT but SUM