handlecallstime

[stefansingh1]

I am using CUIC reporting,  Version 11.5(1)  Build 11.5.1.10000.86. Can anyone please advise what fields are  included in HandledCallsTime . What fields should add up to HandledCallsTime?  I am using the Stock report ,Agent Team Historical

[Gerry O'Rourke]

CUIC is the front end - and the reports are different depending if using UCCX or UCCE.

This is because the UCCX and UCCE Backend Databases use differnet database schemas.

UCCX 11.5 Reporting guide

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/user/guide/uccx_b_uccx-historical-reporting-guide-115/uccx_b_uccx-historical-reporting-guide-115_chapter_01.html

UCCE 11.5 Reporting Guide

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_6_1/User/Guide/ucce_b_cisco-unified-contact-center-enterprise116/ucce_b_cisco-unified-contact-center-enterprise116_chapter_01001.html

You are probably interested in the average handle time - which above documents as:

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This field is a calculated field, derived from

Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled.

Gerry