rlafount at cisco
Jun 8, 2012, 7:06 AM
Post #2 of 2
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Re: IPCC scripting question for the group...
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Hi Tim,
You are correct. The Overall Contacts will report on all contacts within the system, not just those waiting in queue. The Get Reporting Statistic step takes metrics from the UCCX Engine's memory. You can see this same data by using AppAdmin Real Time Reports at AppAdmin -> Tools -> Real Time Reporting. When debugging, you can compare the what the Get Reporting Statistic step is returning to what is displayed in AppAdmin RTR (they should be close depending on load as these are real time statistics).
When choosing Report Object: Overall IPCC Express, this matches up to the Overall Cisco Unified Contact Center Express stats in AppAdmin RTR.
This is confirmed by the document here (similar for 7.x):
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx851_step_ref.pdf
Page 212:
Contacts Waiting - Number of contacts waiting to be connected to a resource. A contact is shown as waiting until the call is answered by the agent. This means that, even if the phone is ringing at the agent, the contact will still show as waiting in RTR.
HTH.
Thank you,
Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Hours: M - F 9:00am - 5:00pm Eastern Time
On Jun 8, 2012, at 9:19 AM, Tim Reimers wrote:
> Hi all –
>
> I have a customer service script managing callers and agents for a 25 license
> IPCC Express environment (7.0x)
>
> There’s a component in the script where it checks for the number of callers, and if more than six, it’s designed
> to play a “high call volume” wav file to customers on hold.
>
> It is playing when there are no customers actually in the queue waiting.
>
> This is the portion of the script that collects info on number of customers in the system.
> Looks to me like this is collecting the total number of callers, including:
>
> - callers listening to the menu tree
> - callers being handled by an agent
> - callers waiting on hold
>
> <image001.png>
>
> If I wanted to switch that to collecting only the callers actually on hold, would that look like this?
>
> Looks to me rather like that “Contacts Waiting” field is the one that would collect only callers who had gotten past the menu tree of information, hit “0”
> and were holding in queue….
>
> <image002.png>
>
>
>
> Thanks, Tim
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