The call park feature allows a person to place a call on hold so it can be retrieved from a different phone. A standard parked call consists of two CDR records. To see both records in a report you should enable the cradle-to-grave feature. The first record is from the…
The Agent Statistic options are available for Agent based UCCX analytical reports. These options are accessed by navigating to the Agent Statistics section when creating or editing Agent statistic content in a UCCX agent report. The agent statistics options are divided into two groups, State Statistics and Call Statistics. Each…
Variphy version 13.1 introduced support for historical values within the UCCX agent search criteria. The previous versions did not have the ability to include inactive resources in the search criteria. When an object is “deleted” it is marked as inactive in the database. These inactive entries were not included in…
This tutorial will walk you through requesting, signing, and installing an Active-Directory-Certificate-Services-signed TLS certificate for the Variphy Insight in a Windows environment. Using a certificate signed by your organization’s Active Directory server should allow you to use the Variphy Insight web interface over HTTPS (“HTTP Secure”), without the pesky browser…
While it is possible to generate and install a self-signed certificate on Variphy Insight, you can also install a wildcard certificate (a public key certificate which can be used with multiple subdomains of a domain) if you have created one within your organization. This is a simpler process than generating the self-signed…
One of the first steps any technician takes while troubleshooting is to take a look at the software logs. This is no different for the Variphy software. This document will cover everything you need to know about the logs. Where are the logs? The Variphy logs can be found by…
The Variphy Linux OVA comes with MySQL installed and the root password already configured. Follow the steps below to change the password and update the settings in the Variphy software. Take a snapshot of the server before making any changes in MySQL. Connect to the server via SSH. Open a…
The CSQ Statistic options are available for CSQ based UCCX analytical reports. These options are accessed by navigating to the CSQ statistics section when creating or editing CSQ statistics content in a UCCX CSQ report. Statistic Name Description Abandoned Average Connect Time The average duration for the abandoned calls. It…
The Agent State Details are available for agent based UCCX analytical reports. There are multiple parts to the State Details section: the Events and Reasons and the State Detail Options. Each section will have a separate dictionary table below. These fields are accessed by navigating to State Details when creating…
Wrap-up time (also known as Work Time) is the time spent by a Contact Center agent doing work after a call has concluded. This time is still considered part of the interaction as the agent is still working on the customer’s query. Wrap-up Reasons are applied to calls by the…
