12-05-2017 02:40 PM
Brand new to Cisco Unified Intelligence Center. I am aware of the RONA field in CUIC.
Can anyone tell me the field to use/view when an agent receives a call and sends it back into queue ? As we call it a "flush"?t
Thank you in advance
Mat
Solved! Go to Solution.
12-14-2017 07:39 PM
Hi Mat,
There are a lot of reports/view talking about RONA. For example: You can get RONA details in the following reports in CUIC - Agent Historical All Fields, Agent Queue Interval, Agent Precision Queue etc.
Please look for more details in the UCCE Reporting guide: Link to R11.6 guide is here: Cisco Unified Contact Center Enterprise Reporting User Guide, Release 11.6(1) - All Fields Historical Reports [Cisco Un…
Thanks,
Vikram G
12-14-2017 07:39 PM
Hi Mat,
There are a lot of reports/view talking about RONA. For example: You can get RONA details in the following reports in CUIC - Agent Historical All Fields, Agent Queue Interval, Agent Precision Queue etc.
Please look for more details in the UCCE Reporting guide: Link to R11.6 guide is here: Cisco Unified Contact Center Enterprise Reporting User Guide, Release 11.6(1) - All Fields Historical Reports [Cisco Un…
Thanks,
Vikram G
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