UCCX 12.5 - Queue Data

The Contact Center Express upgrade to Version 12.5 is scheduled for the night 4/10/2021. Agents and supervisors will see the new layout on 4/11/2021.

This document explains the Voice CSQ Summary Report available to supervisors in Finesse

To get to the Voice CSQ Summary Report, click the Queue Data icon from the left navigation in Finesse. The report will show data from midnight on that day. This is a real-time report that will refresh every few seconds.

Field Definitions

  1. CSQ Name - CSQ means Contact Service Queue. This is the name of the queue.
  2. Waiting Calls - number of calls waiting to be answered in the queue.
  3. Agents Logged In - number of agents assigned to that queue that are logged in.
  4. Agents Talking - number of agents assigned to that queue that are in the Talking state.
  5. Agents Ready - number of agents assigned to that queue that are in the Ready state
  6. Agents Not Ready - number of agents assigned to that queue that are in the Not Ready (for any reason) state.
  7. Agents in After Call Work - number of agents assigned to that queue that are in the Work state.
  8. Agents Reserved - - number of agents assigned to that queue that are in the Reserved (their agent line is ringing) state.

See Also:

If you need further help, please contact the DoIT Help Desk for assistance




Keywords:cisco contact center express call center Finesse agent agents phone telephone queue csq supervisor report Voice CSQ Summary Report   Doc ID:110112
Owner:ELIZABETH C.Group:Voice Services
Created:2021-04-06 09:06 CSTUpdated:2021-04-06 09:25 CST
Sites:DoIT Help Desk, Voice Services
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