I am administrator for UCCE with CUIC version 8.0(4). The system was installed by a 3rd party vendor (Insight) and custom reports were ceated for one of the teams in the system. This team is now under new management and includes a QA manager that has many questions concerning the exact meaning of report parameters. The extent of my knowledge of CUIC reporting has come from a couple of youtube videos by Ed Villarreal. I am looking for information about the report fields such as % Work (Fo00001) from an agent productivity report. Some of the values in the report are very large numbers such as 1,874,900.00%. Another report field that is unclear to me is the SL (service level) report. I know that it can be calculated many different ways and must know the calculation for it to have any useable meaning.
I opened a TAC case with Cisco to see if I could get more information and was informed that they do not support custom reports and to go to
https://developer.cisco.com/web/ccr/home to reach the Dev NET team and that brought me here. Is there a good resource for learning how to discern report definition formulas and calculations in CUIC starting at a beginner's level?
Thanks in advance.
Dale