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Cisco Bug: CSCvi07733 - Need to clarify the 'Agent Summary Report' filtering behaviour on the documentation and help file.

Last Modified

Apr 14, 2019

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.5(1) 11.6(1)

Description (partial)

Symptom:
Need to clarify the 'Agent Summary Report' filtering behaviour on the documentation and help file.

The 'Agent Summary Report' has a filter by 'Skill Names' and currently the documentation says the following for that:
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Skill Names
	
Displays information for agents who possess the specified skills.

    For logged-in and idle time, displays information of the agent, only for the time when the agent was associated with one of the selected skills.
    For all other report parameters, displays information of the agent without including the time when the agent was associated with one of the selected skills.
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But it is unclear what this Skill Names filter does, customers might think that when filtering by Skill Names you should get the number of calls handled by that Agent that were routed using the selected skill.

But instead this filter returns all calls from all skills handled by the Agent since the time that Skill Name was added to the user.

This is working as designed, but the behaviour needs to be properly documented to avoid any confusions, as this is misleading.

Conditions:
Running the 'Agent Summary Report' and filtering by 'Skill Names'
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