UCCX - Finesse real-time reporting for agents

How UCCX agents can view reports in finesse.

Reports

Home Tab Reports

Select the Home tab to view team and queue statistics.
image showing the home button for where to navigate to

Agent CSQ Statistics Report

The Agent CSQ Statistics Report presents the current call queue statistics.
image showcasing the agent csq stats report

Agent Team Summary Report

The Agent Team Summary Report presents the agent state and the reason code (where applicable); an agent can view details of all the agents in the team.
image showing agent team summary

My Statistics Tab Reports

Select the My Statistics tab to view agent statistics.

image showing my statistics tab

Agent Statistics Report

The Agent Statistics Report presents your performance statistics (calls offered/handled, talk times, Ready/Not Ready times, etc.) for all ACD calls since midnight.

image showing agent stats report

Agent State Log Report

The Agent State Log Report presents your agent state and duration in that state, wrap-up data (not used by the DoIT Help Desk and Tech Store), and the reason code (where applicable) since midnight

image showing the state agent log report



Keywords:Cisco, finesse, reports, agent, csq, uccx, agents, contact center, call center   Doc ID:87670
Owner:Manda J.Group:Voice Services
Created:2018-11-09 14:14 CDTUpdated:2020-05-08 13:20 CDT
Sites:Voice Services
Feedback:  0   0