Reports for CUIC

5.3

Docs
Lifecycle
Compatibility Matrix

›Deploy

Getting Started

Overview
Release Notes
Supported Features
Limitations
Deprecated Features

Plan

Design
Requirements
Setup planning

Deploy

Installation
Configuration

Operate

System Administration
Operational Tasks
Troubleshooting

User Guide

User Guide

Recommended Reports

Performance Reports
Analysis Reports
Precision Routing Visibility
Callflow Analysis Reports
Primary Queue Reporting
Not Ready Reason Reports
Omnichannel Reports
ECE Reports
GDPR-compliant Reports
Recaller Analysis
Searching Customer Calls
Dashboard / Wallboard Reports

Basic - 1 CallType

110 CallType RealTime Performance
111 CallType RealTime and Today Performance
121 CallType Intraday Staffing
130 CallType Interval Performance
131 CallType Interval Distribution
132 CallType Interval Call Treatment
133 CallType Interval Answered by SkillGroup
140 CallType Daily Performance
141 CallType Daily Distribution
143 CallType Daily Answer Reference
144 CallType Daily Wrapup Detail
190 CallType Configuration

Basic - 2 Ent. CallType

210 Ent. CallType RealTime Performance
211 Ent. CallType RealTime and Today Performance
221 Ent. CallType TimeZoneToday Performance
230 Ent. CallType Interval Performance
231 Ent. CallType Interval Distribution
240 Ent. CallType Daily Performance
241 Ent. CallType Daily Distribution
290 Ent. CallType Configuration

Basic - 3 Agent

300 Agent Login Logout
310 Agent Real Time States
312 Agent Real Time State Counts Graph - voice all
313 Agent Real Time State Counts Graph - voice split
314 Agent Real Time State Counts Graph - voice simple
316 Agent Real Time States media consolidated
317 Agent Real Time States media aggregated
330 Agent Interval Performance
335 Agent State Interval
336 Agent State Voice Interval
337 Agent NotReady Detail Voice Interval
340 Agent Daily Performance
341 Agent CC In Daily Answer Reference
342 Agent CC In Daily Wrapup Detail
346 Agent State Voice Daily
347 Agent NotReady Detail Voice Daily
390 Agent SkillGroup Membership
391 Agent Attribute Configuration

Basic - 4 Team

410 Team Real Time States
411 Team Real Time State Counts
412 Team Real Time State Counts Graph - voice all
413 Team Real Time State Counts Graph - voice split
414 Team Real Time State Counts Graph - voice simple
416 Team Real Time States media consolidated
417 Team Real Time States media aggregated
421 Team Intraday Staffing
430 Team Interval Performance
433 Team Summary Interval Performance
435 Team State Interval
436 Team State Voice Interval
437 Team NotReady Detail Voice Interval
438 Team Summary State Interval
439 Team Summary State Voice Interval
440 Team Daily Performance
441 Team CC In Daily Answer Reference
442 Team CC In Daily Wrapup Detail
443 Team Summary Daily Performance
446 Team State Voice Daily
447 Team NotReady Detail Voice Daily
466 Team Summary State Voice Daily
490 Team SkillGroup Membership
491 Team Attribute Configuration

Basic - 5 SkillGroup

510 SkillGroup Real Time States
530 SkillGroup Interval Performance
533 SkillGroup Interval Answered by CallType
535 PrecisionQueue Interval Step Volumes
540 SkillGroup Daily Performance
541 SkillGroup CC In Daily Answer Reference
542 SkillGroup CC In Daily Wrapup Detail
546 PrecisionQueue Daily Finished by Step
590 SkillGroup Membership

Basic - 6 Ent. SkillGroup

610 Ent. SkillGroup Real Time States
611 Ent. SkillGroup Real Time State Counts
690 Ent. SkillGroup Configuration

Basic - 7 Campaign

701 Outbound Import History
710 Outbound Import Status
711 Outbound Campaign Status
712 Outbound Campaign Attempts Real Time
732 Outbound Campaign Attempts Interval
742 Outbound Campaign Attempts Daily

Basic - 9 System

990 NotReadyReasonCode Configuration

CallByCall - 0 Contact

000 Contact Detail Summary
001 Contact Detail History
040 Contact Start Daily Performance by CallType
041 Contact End Daily Performance by CallType
042 Contact Start Daily Performance by Ent. CT
043 Contact End Daily Performance by Ent. CT

CallByCall - 1 CallType

101 CallType Detail Handled
102 CallType Detail
103 CallType Detail and Handled Detail
145 CallType Daily Recaller
146 CallType Daily CrossRecaller
147 CallType Daily Top ANI

CallByCall - 3 Agent

301 Agent Detail CC In Handled
302 Agent Not Ready Event Detail
303 Agent Detail CC In Delivered
309 Agent Detail DN Calls
348 Agent Daily DN Wrapup Detail
349 Agent Daily DN Calls
368 Agent Daily Outbound Wrapup Detail

CallByCall - 4 Team

401 Team Detail CC In Handled
402 Team Not Ready Event Detail
403 Team Detail CC In Delivered
448 Team Daily DN Wrapup Detail
449 Team Daily DN Calls
468 Team Daily Outbound Wrapup Detail

CallByCall - 5 SkillGroup

501 SkillGroup Detail Handled

CallByCall - 7 Campaign

700 Outbound Campaign Detail
768 Outbound Campaign Daily Wrapup Detail

CallByCall - 8 ECE

800 ECE Dept. Case Detail
803 ECE Dept. Activity Detail
809 ECE Dept. Event Detail
810 ECE Dept. Open Case Status
813 ECE Dept. Open Activity Status by Type
814 ECE Dept. Open Activity Status by Queue
840 ECE Dept. Daily Case Performance
843 ECE Dept. Daily Activity Performance by Type
844 ECE Dept. Daily Activity Performance by Queue
845 ECE Dept. Daily Activity Closed by Type_User
846 ECE Dept. Daily Activity Closed by Q_User
847 ECE Dept. Daily Activity Handled by User
848 ECE Dept. Daily Activity Handled by User_Q
890 ECE Custom Activity Fields Configuration

CallByCall - 9 System

900 Search Customer Call Detail

Appendix A

Data Load Workflow

Installation

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