UCCX 12.5 - Team Data

The Contact Center Express upgrade to Version 12.5 is scheduled for the night 4/10/2021. Agents and supervisors will see the new layout on 4/11/2021.

This document explains the Team Summary Report available to supervisors in Finesse

To get to the Team Summary Report, click the Team Data icon from the left navigation in Finesse. The report will show data from midnight on that day. This is a real-time report that will refresh every few seconds.


Field definitions
  1. Agent Name
  2. Agent ID - agent's NetID
  3. Login Duration - How long the agent has been logged in (since midnight).
  4. Average Talk Time
    1. Short term - The average talk time in the last 5 minutes
    2. Long term - The average talk time since midnight
  5. Average Hold Time
    1. Short term - The average hold time in the last 5 minutes
    2. Long term - The average hold time since midnight
Team Summary Report

See Also:

If you need further help, please contact the DoIT Help Desk for assistance