Uccx wrap up time. 6 SU2, Using Firefox Logged out, closed the browser, logg.

Uccx wrap up time After Call Work can be Do you know how to run reports on UCCX wrap-up reasons and utilize search sets in UCCX widgets? Dre and Brian walk you through these protocols in this webina Sep 1, 2021 · Hi I looking for a CUIC template which has wrap-up code reasons included. Currently, we don't have any wrap-up codes configured so Agents are not prompted to select one at this time. Can the agent receive calls directly during this time? Is it only calls attempted from the UCCX queue that fail? We're planning to purchase and deploy UCCX in the near future. edu/appadmin using your UIC credentials. This means versions of Variphy Insight older than Mar 16, 2018 · The Cisco documentation basically says that for a given time period. For example; when an agent logs into Cisco Finesse, she is set to Not Ready state by default and the reason code ID is 0: New Login. Edit the CSQ. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. They use jabber to receive calls. so I advise you to collect the call details when the user experiences the issue. Signout from Media Channels. However, the timer on the desktop does not display the wrap-up time. Version 12. We also have automatic work and wrap-up time enabled on the CSQ. How much time the agent will be in wrap up mode. 3. Posted by Joe at Call Trace details the customer experience by showing info such as: Number Called by Caller, Options Selected in the IVR, Queue the call came from, Wait Time in Queue, Holds, Transfers, Call Variables, Wrap-Up Selected, all in a chronological order. Agents can be configured to have manual wrap-up time or auto wrap-up time: • In manual wrap-up, the agent receives a period of time determined by the administrator to complete their after-call wrap-up. Wrap Up Settings–Auto Wrap Up with Time Out Of. Thanks!! May 16, 2019 · Hello all, I have a client using UCCX 10. You can refer the CDA guide for more details: Aug 14, 2017 · Agent Wrap-up Data Detail Report . Jan 11, 2019 · Agent Wrap-Up. Not Ready and Sign Out reason codes: Code to indicate why you are changing your status to Not Ready or signing out (defined by the administrator - contact IT Services). 800. From within a script, I am not sure its that customization. " Cisco UCCX System reason codes are assigned by UCCX Engine in certain circumstances. Finesse Agent Training . The reason this occurs is that the agent simply forgets, then the wr Dialog (Call Control) This gadget provides enhanced call control, call trace details, a wrap-up list (groupable, searchable, autosaved), editable CallVariable fields (these can serve as additional wrap-up fields storing data in Cisco’s or 3rd party databases), and context icons (to give agents quick visual info on which language option or which type of service was selected in the IVR by the After Call Work Is Performed in “Wrap Time” The total time that an advisor works on ACW is known as “wrap time” or “wrap-up time” and, although the customer is not involved at this stage, ACW is a part of the interaction and is therefore included in the total handling time for the call. Cisco Unified Contact Center Express Reporting Guide, Release 11. Average Hold Time—Short Term . Previously, I Always had Wrap Up time set to disabled. 0 new fields/tables for Wrap-up reasons were added to the Informix database schema and the legacy fields/tables were no longer populated with the Wrap-up reasons. • Ready – Average, Maximum, and Total time agent was in Ready state. This document includes updates to the following features: Install Unified CCX Clients Change Wrapup Time or Service Level. Displays the handle time, talk time, and work time by agents for a wrap-up data. This time is still considered part of the interaction as the agent is still working on the customer’s query. I logged in Cisco Desktop Administrator ----Cisco unified Presence Settings----WorkFlow Groups but do not get any ADD option to enter wrap up codes. Wrap Up Codes–Specific. Set the Wra−up Time as Enabled and enter the wrap−up delay in seconds. This can be extended by the agent if the administrator enables this capability. Apr 6, 2021 · Wrap-up time is the time after a call has ended before the agent is automatically made available. (The gadget sets agent state to Not_Ready two seconds before the wrap-up time ends. Feb 9, 2016 · Alright, so I need some help I believe. Download. Anyone else? Feb 18, 2021 · Using information such as Calling Number, Call Type, Precision Queue, Agent, particular value on a specific call variable and wrap up reasons selected, you can filter the call within a specific time range and pinpoint the target call. Once your call ends will you be automatically put into the following status • Ready • Wrap-Up Note: In some cases, you will have only a few moments before going from Wrap-Up to ready again. Team Resources: Assign desktop layouts, phone books, reason codes, and wrap-up reasons to specific teams. 5 with Finesse 10. Create 2 workflows - one for experts and one for your novices. Note: The Force Wrap-Up reason is enabled by default. Aug 16, 2017 · After the call is terminated (the caller finishes talking to an agent and hangs up), the wrap-up time is the time it takes an agent to wrap up the call by performing such tasks as updating a database, recording notes from the call, or any other activity performed until an agent becomes available to answer another call. For some reason, any call center user that I've alter now has an enabled Wrap-Up timer after the end a call. I am basically fed up with them messing up the system and then calling the Call Manager system crap. Average time the agent spent in Talking state for outbound calls in the last 30 minutes. When our original vendors set this up, there was no Wrap-Up in any way. Add a Delay step (The time should be the wrap-up time you want to configure. Free Trial Jun 10, 2019 · The data for Talk Time + Hold Time + Wrap up time + Not Ready Time is all available in the standard value lists, collections, etc. this is just awesome !! it is stating that i must have access to both servers , while the UCCX 11 is in Isolated network , i did it as follows : Dec 26, 2013 · Once the call is answered, they go into the Talking state, followed by the Work state when they hang up, and the 10 seconds later they go into the Ready state. The Agent unable to apply the Wrap-up code for a queue consult on UCCX. Longest time the agent spent in Talking state. Erlang is a measurement of traffic load during the busy hour. When i run " Agent state detail report" i can see those agents quiet often in "not ready" state for long duration with reason "wrap up timer expiry" Jun 10, 2016 · Good afternoon forum, We are using Contact Center Express 10. 300. Jun 22, 2016 · I am needing to configure a wrap up time for the first time on UCCX 10. Force Wrap-Up Reason Call End Time Wrap Up Time Support_Main Clark Kent 0:00:08 0:00:20 2022/05/23 03:33:23 PM 00:00:05 Ringing Duration Connected Duration Wrapup Duration Logout Timestamp 0:00:08 0:00:20 0:00:05 2024-03-18 03:33:32 PM Data Creation and Storage Dialed Number Entry Point Flow IVR Queue Login Agent DN Team Idle State Available State Customer Session Jan 31, 2020 · To count up the time: utils finesse set_property desktop wrapUpCountDown false. 6 with CAD (No finesse) They currently have wrap up codes set per agent using the workflows My client wants to have different wrap up codes per CSQ instead of being per agent So Now: Agent A will always be shown wrap up codes A What they want: Agent A w So the basic issue is that they think that Work Time and Wrapup time are different but every indication I've read through including the CCX administrators guide basically says work time is a derivation of wrap up time. uic. 4239 . Originally, the CSQs had Automatic Work enabled with a 10 second wrap-up time so I disabled Automatic Work and set wrap-up time to 5 seconds and allowed a longer time before test calls. Nov 18, 2020 · For instance, 60 seconds for first-time callers and 30 seconds for existing contacts. Mar 11, 2025 · The largest work time value for the handled calls across the selected date/time range. Average time the agent put the outbound calls on hold in the last 5, 10, or 15 minutes. Sep 30, 2013 · Solved: Hi Friends, I am using CAD with UCCX 9. 100000-24. Aug 10, 2017 · If you are configured for wrap-up, you may enter Wrap-Up state after you transfer a call. The AHT = (Total Talk Time + Total Hold Time + Total Work Time) / Total Handled Calls. Wrap-up Gadget, Wrap-up pending dropdown . Times will very significantly based on the call center workflows. Nov 18, 2010 · Set the Wra-up Time as Enabled and enter the wrap-up delay in seconds. Wrap-up Gadget. These post call processing tasks typically include logging call details, updating customer information, documenting issues or resolutions, setting up follow-up tasks Apr 1, 2013 · Wrapup Time: When enabled, agents will be given the configured number of seconds to wrap up a call. If you are not configured for wrap-up, you cannot enter a wrap-up reason after you transfer a call. Wrapping up a call. • In auto wrap-up, the agent will be immediately Variphy 16. Unfortunately, the agents only select a wrap-reason about 40% of the time. When in Wrap-up mode, the agent is not routed any additional tasks. Work mode on Incoming - Optional. The current customer that I am working for needs 30 between the time the agent hangs up on their current call and their next CSQ call. Wrap-Up Button for All Call Types. 6. Feb 22, 2021 · I have two agents that after they end a call it still says talking with reason code 32760. Use the following CLI command to enable the Wrap-Up button for all call types: Jan 28, 2002 · We are using CUCM 9. The documentation set for this product strives to use bias-free language. 48 MB) PDF - This Chapter (3. Nov 4, 2015 · Hello, we are running UCCX 10. 3 for enhanced Variphy Cloud migration and more. The agent can allow the call to ring and wait for the resource time-out after which the CAD window goes into the not ready state, and the call is either redirected to the next available agent or is Dec 10, 2021 · In CCX release version 12. It occurs at the end of a call. Mar 16, 2021 · Once a queue call has concluded, the state will change to Wrap-Up for a period of time (this time varies according to team), then the state will change back to the most recent state selected (usually Ready), unless the agent selects Ready or Not Ready prior to that Wrap-Up timer expiring. 0. Nov 14, 2016 · Hello Deepak, I tested the tool , and it worked !!! . Handled Met Service Level Count: The number of calls that met the service level. Aug 31, 2010 · This is per a "delay wrap time step", The "wrap time" shown above is 12 seconds, creating a 12 second delay to connecting the call to the agent. It's not crap. In order to fix the issue they need to log off from cisco finesse and log back in. I've recently started making some changes in the UCCX Manager to alter some of the skill data and settings and such. you can cross verify this by looking at the CSQ of the call has been handled when the issue occurred. Preview Outbound Personal Callback calls: After you preview a personal callback call, you can choose to accept or reject the contact. Average time the agent spent in Talking state. Jan 10, 2019 · Bias-Free Language. 0? If not do I really need to develop/customize my own report? Best regards, Tobias Jan 31, 2020 · On the IP Phone, Finesse can display a maximum of 100 Not Ready, Wrap Up, or Sign Out reason codes. 6 SU2, Using Firefox Logged out, closed the browser, logg Oct 28, 2015 · Solved: Hi, we need to configure wrap up codes in UCCX verion 9. Apr 9, 2019 · In UCCX 11. Unified Contact Center Express . Any thoughts or any workaround to make this work? Requirement- Once a manual outbound call is hung up, agent's state should be Mar 10, 2016 · UCCX 11 - Finesse Desktop Curious if it's possible to have a 'notes' field with the wrap-up reason codes in Finesse Desktop that writes to the UCCX DB so a wrap-up reasons report from CUIC can be run showing wrap-up reasons and the 'notes' field for that particular call. By default, the value of this property is set to true. HTTP and HTTPS Support. This should not include the queue time the caller spends waiting in queue before an agent • Hold Time – Average, Maximum, and Total time agent had callers on hold. No, this should be the "wrap up timer" that is applied the agent workflow at the desktop to control their state. The maximum duration of auto wrap-up timeout. Jan 16, 2024 · In its most common definition, AHT is the sum of agent talk time and agent wrap-up time. PDF - Complete Book (4. Ive understood that its not longer " wrapup time " this was before in version 10. 5 UCCX and running into an issue with our "Wrap-up" time. Wrapup time: enabled (30 seconds) Resource. Mar 14, 2019 · Is it possible to configure the wrap-up time for the manual outbound calls in UCCX? I think, this option only exists in CSQ, which is of course meant for the inbound calls. It doesn't happen to all agents just those two. What I want is to basically, at the End the Call Give them 60 seconds (Wrap up Timer) to select a Wrap-Up button to type up there case codes then select End Wrap-up to start recieving calls again. I need help to configure wait time in wrap-up code. Hope this clarifies you. With the wrap-up data feature, the agent can enter the Work state to update data that is associated with the call. The call timer indicates total call time, hold time, and wrap-up time. Because you're choosing 'Optional', it won't force you into wrap-up mode, but still leaves the option for the agent to get into wrap-up mode with a click of a button. e. Agents need to manuelly logon to receive next call. Add Workflow. Verify in CRS AppAdmin that all Integrated Contact Distribution (ICD) resources have Automatic Available set to Enabled. To count down the time: utils finesse set_property desktop wrapUpCountDown true. Agent Profile. Single-step transfer: Transfer a call without first initiating a consultation call. Fields The report includes a table that displays the following information: Dec 20, 2021 · Wrap-up time (also known as Work Time) is the time spent by a Contact Center agent doing work after a call has concluded. 2 . 5. 6 with Finesse and have wrap-up reasons enabled. The Agent Wrap-up Data Detail Report displays the details entered by an agent when the agent enters Work state after attending an Automatic Call Distribution (ACD) call. For wrap-up codes: 1000. The Wrap-Up reason can be selected during the call or after the call ends. Is there any way I can configure the report if agent does not select anything. 23 MB) Jan 31, 2020 · The agent cannot change the state until the Wrap-up reason is applied. UCCX 10. So depending on the CSQ you can configure it so the agent goes ready immediatly after the call or stays in wrap up for X seconds. Jun 15, 2020 · I'm attempting to pass the wrap-up reason code from Finesse Desktop (UCCX 11. • After Call Work – Average, Maximum, and Total time agent was in Wrap Up state. • Not Ready – Average, Maximum, and Total time agent was in Not Ready state. Mar 14, 2019 · I got UCCX agents that are members of multiple CSQ's that are setup with: Automatic work: Enabled. Regards, Merdan Aliev An agent becoming "Reserved" but not able to actually receive a call is likely a registration / device reachability issue. Aug 24, 2016 · After the call is terminated (the caller finishes talking to an agent and hangs up), the wrap-up time is the time it takes an agent to wrap up the call by performing such tasks as updating a database, recording notes from the call, or any other activity performed until an agent becomes available to answer another call. Average talk time = Total time in Talking state / Calls handled . Wrap-up mode enables the agent to finish with any tasks that require after-call work before entering a Ready state. Oct 3, 2013 · It looks like I was hitting a wall in regards to Automatic Work and Wrap-up Time. Issue 3139 was opened to address the change in schema and was released in Variphy Insight version 12. Desktop Properties . Thanks for the confirmation of my understanding of skill based routing. Several agents are able to use the wrap up , reason codes on their phone , several are not presented with the wrap up code option on the phone display . Should work I think. All working except 1 agent on 1 team. What happens if an Agent is assigned to two CSQ’s, one CSQ is set to Automatic Work Disabled and the other is set to Automatic Work is Jun 26, 2017 · Wrap up time - in seconds. Calls Handled . Since Wrap Up / Working states are not available in standard, what happens when the agent ends a call? Wrap-Up Reasons. CDW LLC, 200 North Milwaukee Avenue, Vernon Hills, IL 60061 - 800. For more information, see Desktop Properties. Reasons: Add, edit, or delete Not Ready reason codes, Sign Out reason codes, or Wrap-Up reasons (Reason Codes are disabled for Packaged CCE deployments). Supervisors may change the post-call wrap-up (Work) time or Service Level by logging into https://ccx1. Inbound call, agent A unable to apply the Wrap-up code for a queue consult for agent B on UCCX. Aug 24, 2018 · Book Title. Talk Time—Total Apr 9, 2021 · Using information such as Calling Number, Call Type, Precision Queue, Agent, particular value on a specific call variable and wrap up reasons selected, you can filter the call within a specific time range and pinpoint the target call. Preview Outbound calls: Preview the customer information for the call before you choose to accept, reject, or close the contact. voip. Cisco Unified Contact Center Express Installation and Upgrade Guide . When Wrap−up Time is enabled, it causes the agent to go into the Wrap−up state automatically when a call ends and the length of the time the agent is in the Work state is determined by the wrap−up time period (greater than 0 seconds but less than 7200 seconds). CUBE Reporting in Variphy Cloud, IPv6 Support for Phone Control, and More Aug 10, 2017 · Wrap-Up Time: Indicates the amount of time that you have been in wrap-up state. Aug 14, 2017 · Bias-Free Language. Apr 14, 2016 · In an ideal situation, you give wrapup time to the agents so that they can get some time after a call had been handled. Sep 25, 2019 · Experiencing this on 12. The agents are logging in on their phones , not using CAD . cross-check what CSQ the call Mar 14, 2019 · Hi All, I am trying to pull report for all the calls by wrap code but it does not shows up the calls where agent did not select any code or forgot to do so. 600 seconds (10 minutes) Agent Profile–Wrap Up Settings. We have uccx 12. Feb 10, 2025 · After-call work, also named call wrap-up time or shortened to ACW, constitutes all the tasks that call center agents still need to complete after a call with a customer has ended. Historical Reports. Regards, May 14, 2021 · The call timer indicates total call time, hold time, and wrap-up time. Aug 26, 2018 · Average time the agent spent in Talking state for outbound calls in the last 5, 10, or 15 minutes. Talk Time—Max . show vmtools version. Wrap-up gadget keeps a check of if the agent has applied the wrap-up during the call or while he was in the after-call work state. everything is not migrated to the Finesse DB . Log into UCCX Admin. When Wrap-up Time is enabled, it causes the agent to go into the Wrap-up state automatically when a call ends and the length of the time the agent is in the Work state is determined by the wrap-up time period (greater than 0 seconds but less than 7200 seconds). None of these states can be selected by the agent. The maximum number of agent profiles. The ACD cannot reach the agent's phone essentially. 02, is it possible to add a Button for Wrap up times. automatic available: enabled . Doing a stare and compare , all phones Aug 30, 2016 · Calls sent to the agent, regardless of whether the agent picks up the call. Average Talk Time—Long Term . Desktop Properties CLIs. 6 and then later this year upgrading to 12. The total time for prompt playout and/or menu navigation (if any) in the Unified CCX script. Feb 1, 2021 · Average time the agent spent in Talking state for outbound calls in the last 5, 10, or 15 minutes. If I start adding wrap-up codes in Cisco Desktop Apr 8, 2008 · Under the Select Resource Step you modified, there is a Selected step. There is a workaround for this (point # 1) in case of outbound calls though not exactly how wrap up timer works but something for agents to get their time and set to Ready themselves when they want: Jun 24, 2016 · Adan, you only need to do the below two things at the CSQ level for this to take effect: 1) Set Automatic Work to Enabled 2) Enable the Wrapup Time and set it to 30 seconds Bill what you have told is correct but for UCCE :) Adan is asking for UCCX side Regards Deepak Wrap-up gadget keeps a check of if the agent has applied the wrap-up during the call or while he was in the after-call work state. When agents end a call, the wrap-up timer starts the countdown and agents are Wrap up enabled -> Go into READY state after x seconds. Automate call wrap-up process . So you have to calculate the Handled Time of all the CSQs and Total Calls Handled by all the CSQs and use the formula Total Handled Time/ Total Calls Handled. If no wrap-up has been applied even in wrap-up mode, the wrap-up gadget can automatically force the agent state to Not_Ready. Click the name of the appropriate CSQ (queue). 6(1) We want to enable Wrap-Up codes for Agents so they start getting prompted when a call ends to select a wrap-up code. 2 , UCCX 9. I'm able to pass the the wrap-up code if it is entered during the call by using the "perform Action": "When a Call ends", under workflows. Jun 7, 2016 · Solved: Can anyone tell me what the wrapup time meaning is in uccx version 11. Some companies chose to enable After call work or wrap up time. 6(2) Chapter Title. Calls connected to the agent. 6 we automatically put many of our agents into work state at the end of a call and require them to select a wrap-reason before going ready again. Agents can enter Wrap-up mode after completing a call. The agent cannot change the state until the Wrap-up reason is applied. The Erlang is based on having 3600 seconds (60 minutes, or 1 hour) of calls on the same circuit, trunk, or port. 5 and is moving first to 11. Jan 31, 2020 · The wrap-up timer is applicable when administrator has set the wrap-up time for the CSQ. During and after the call, she does have the wrap-up button and can see the list of available codes however, she can not select a code. Currently we give them 600 second Jul 13, 2020 · Hello All, UCCX: 10. Sep 11, 2014 · Average handle time (AHT) – Average duration of a call plus after-call work time, i. We are wondering if it's possible to go back into the ready state automaticly after entering a reason code. , wrap-up time after the caller hangs up. 4. If more than 100 codes are configured, the phone lists the first 100 applicable codes (global or applicable team codes). If wrap-up is enabled for you, you transition to wrap-up state when you end the call. x globally. For digital channels-If the Force Wrap-Up reason is configured, agents must select a Wrap-Up reason before transfering or ending an interaction. Aug 26, 2018 · If you are configured for wrap-up, you may enter Wrap-Up state after you transfer a call. Right now agents have to wait for the automa Dec 18, 2019 · The agent cannot change the state until the Wrap-up reason is applied. I usually only suggest using the built in Get Reporting step to generate the Average Wait time or position in queue. 1. Currently when the agent hang-up the call the wrap-up code window pop up and agent goes in ready state immediately after selecting that code. When the current call is disconnected, the agent is placed into a "work" state. Aug 26, 2018 · Wrap-Up Time: Indicates the amount of time that you have been in wrap-up state. That's it. May 6, 2014 · You can configure Wrap Up codes and Reason Codes in UCCX based on the CDA guide (if the product is UCCX). Aug 1, 2019 · In UCCX you can configure if you want Wrap Time in the CSQ config. Use a cloud-based phone system with integrated ACW feature (pre-set time to temporarily prevent any new calls from coming in) to speed up the process. Average IVR port usage time. Feb 12, 2014 · I have UCCX 9. ForceWrap-Up Reason. Recent Call History Report. Workflows and Workflow Actions. Jul 25, 2017 · Multiple teams on the system using different wrap-up codes. UCCX Agent to Agent Consult with the help of queue DN, DN number appeared in a wrapup pending dropdown. To make changes to the wrap-up time: Log into the UCCX Administration Page (not Finesse) with your NetID credentials. Talk Time—Avg . This limitation Nov 8, 2021 · Hello community, I have received the following question from our customer: is it possible to set up Wrap-up time after self initiated call in UCCX 12. We're leaning heavily toward the standard package but I received a question about agent states that I can't seem to find the answer to. Nov 29, 2007 · You can increase the wrap-up time to 10-15 seconds, which allows each agent enough time to get change the state to not ready in the CAD window. 6) to Quality Management metadata during the wrap-up timer. 2. Mar 20, 2023 · Hi Roger, I have another question possibly related. 5? Thank you in advance. If no wrap-up has been applied even in wrap-up mode, the wrap-up gadget can automatically force the agent state to become Not_Ready - the duration can be edited in the configuration file. The request has been made to be able to have the Supervisor add/modify/remove Wrap-Up Reason codes for the specific Team that they manage. 5 Jun 3, 2019 · Customer is currently running CCX 10. It puts them in not ready state not wrap up mode. . You can choose any Finesse gadget to improve your agent's performance Customer journey & Interaction History Chat/SMS Gadget Call Forwarding/Attendant Console Gadget Callback Gadget Call Parking Gadget On-Demand Call Recording Gadget Supervisor Whisper Gadget Wrap-up Gadget Voice AI Connect Agent Guidance May 23, 2011 · Chaps Has anyone come across a problem whereby after an agent finish's with a call the agent is not made ready automatically after the wrap time has expired. Jan 31, 2020 · The Recent call History Report presents the recent call history details like the start time, duration of the call, type of call, phone number, contact disposition, queue and Wrap-Up reasons for the current day, since midnight. Use the CLI commands to disable and enable this feature. We currently have it set to 2 seconds, but after this period, it changes the employees status (to available or another May 14, 2021 · For voice channel-If the Force Wrap-Up reason is configured, agents must select a Wrap-Up reason before changing the state after the call ends. Automatic work = enabled + Wrap up = disabled -> Agent goes to WORK and has to change state to READY manually. The maximum number of explicitly specified wrap-up codes supported Jan 10, 2019 · When call delivered to the CSQ's which do not have a valid wrap-up time enabled, then the agents will not get the wrap-up options. Work time is also known as wrap-up time. Schedule a callback: Schedule a callback for an Outbound Dialer call to call a customer back at a more convenient time. Wrap-up reasons: Wrap-up reason for each call (defined by the administrator - contact IT Services). On the First page for the CSQ, you can set the After Call Work timer, as well as Service Level timer for the CSQ Dec 17, 2013 · Set your CSQ wrap time to a high value, for example 600 secs. For example, 30 seconds), and then a Connect step. Jan 16, 2024 · Average handle time (AHT) Average duration (talk time) of a call plus after-call work time, which is the wrap-up time after the caller ends the call. If Automatic Work is Disabled then Wrapup doesn’t occur. Select Subsystems|RmCm|Contact Service Queues. Is such a template available for CUIC 12. In your expert workflow, add a timer action to the work event in the voice contact workflow. In the cases where we were seeing “Work Timer Expired,” the agent starts in a Ready state, goes through the reserved and talking states as above, and Work when they hang up. Set 30 seconds for example. This is a feature that EF gadgets for Cisco Finesse increase agent productivity and collaboration within the teams. The Recent call History Report presents the recent call history details like the start time, duration of the call, type of call, phone number, contact disposition, queue and Wrap-Up reasons for the current day, since midnight. Average IVR port usage time – Total time for prompt playout and/or menu navigation (if any) in the Cisco Unified CCX script. mehy gnpl rkrspe evqvemm sjg oxdolhp mvmaciws gvofln fxyq mhot gzb sobs szdk tum htpfdru