Dear Group
 
I am recently been started working with UCCE platform, for one of our client
who is using CTI Desktop Client (V8.5) required to have
 
<ul>
<li>A field in the CTI screen about the number of calls currently queued or
waiting in the queue</li>
<li>A CUIC report for the manager to show the status of the queue or no of calls
waiting in the queue waiting to allocated to an agent</li>
</ul>
 
Please let me know the best way to achieve this
 
thanks in advance
Rajesh

Thanks David

use this report as reference.

Attachments:

No problem...

This should get you started:

1) Can you point me some link or valid documents on how to create custom reports like the one you forwarded me --
This is the link to download the user guide for the reporting side of CUIC.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/intelligence_suite/intelligence_suite_852/user/guide/CUICUserGuide85x.pdf

2) I would like to conver this as some graphical for like grid or graph or something, is it possible ? --
This one in particular is easy to add a Gauge but you will have to modify the Definition just a bit.
step 1. Go to the Report Definitions and right click on the one for this report
step 2. Click on the Fields tab and choose the RouterCallsQNow fied
step 3. Click on Edit Formatting and change Footer to Count (the Format should be in "1234")
step 4. Save it.
step 5. Now go to Edit Views for the report
step 6. Click on Create and choose Gauge
step 7. The Gauge settings will open up. Make sure the Field is pointing to RouterCallsQNow
step 8. Give it a Name
step 9. Set your Range -- for may case this would be 0 to 15 (this represents the highest mark for the gauge)
step 10. Set your thresholds.