UPINGET

clintSVR 1.3.6 just released, a custom real time report called “upsplitskillreport” which is modified from the standard Split/Skill Report is provided for customers who subscribe the annual email support service from UPINGET Technologies. This report provides additional CMS real time database items such as:

1. Calls Offered
2. Service Level in Seconds
3. Direct Agent Calls Waiting
4. EWT Top
5. EWT High
6. EWT Medium
7. EWT Low
8. Percent Within Service Level
9. Percent Answered
10. Percent Abandoned

The report template “upsplitskillreport” can be obtained via UPINGET support service. You can follow the procedure below to create and upload the template to your CMS server.

1. 
2. Open CMS Terminal and create a new custom real time report called “upsplitskillreport”
3. Select Screen Painter from the menu
4. 
5. Select Save design from the menu
6. Check the new file name in CMS server directory /cms/db/gem/r_custom
7. 
8. For example, a new file called cr_r_15 is created. Delete the file cr_r_15 and copy the template file upsplitskillreport and rename it as cr_r_15
9. The report is ready, you can execute it and get the data via clintSVR API, OCX, REST and WebSocket interfaces

Add and Delete Report in TcpGate Console 

1. The tcpgate console command is
   • add upsplitskillreport 1 123;456;789 mycomment
     • Add upsplitskillreport for ACD 1 and skills 123, 456 and 789
   • delete upsplitskillreport 1 123;456;789
     • Delete upsplitskillreport

REST Interface 

1. The REST interface to query the report is
   • http://IP:PORT/upsplitskillreport?acd=1&skills=123;456;789