How to Determine BHCA and ACH in UCCX Environment v8.5.1
Hi,
I need to calculate the busy hour call attempts and average call handle time in a UCCX environment.
I know for a UCCE you can simply run a SQL query, but I am having trouble with the UCCX.
UCCX version is 8.5.1
Thank you,
"The Traffic Analysis Report shows information related to any call that hits Unified CCX. In that sense, it is an accurate reflection of BHCA (Busy Hour Call Attempts).
To get the BHCC (Busy Hour Call Completion) from Unified CCX perspective, we need to calculate BHCA - (all aborted calls + all rejected calls). The Aborted and Rejected Call Detail Report can help retrieve that information."
http://docwiki.cisco.com/wiki/Which_reports_should_be_used_to_determine_BHCA_and_BHCC%3F
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As was noted in the introductory material for the Apple Support Communities website (presented when you registered), these forums are set up for user-to-user assistance and discussion, not for user-to-Apple communications.
Suggest you resubmit your position statement to Apple via product feedback for iCloud, which you can access via a link on this page -
Apple - Feedback
...we've all moved to iCloud, isn't it?
Um, no, we all haven't.
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