Reporting and Analytics for Cisco UCCX

Gain insight into your customer service with real-time CSQ metrics.

Report on Agent and Contact Service Queue (CSQ) metrics.

Customize and generate dynamic reports. Get a holistic view of your contact center with metrics like calls presented vs. handled, queue, ring, hold, talk, and work times.

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Create custom labels for your dashboards and reports.

Replace technical Cisco terms with language your organization uses. Apply label sets to widgets and reports and restrict users to use specific labels for uniformity.

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Dashboards and Wallboards for Cisco

Keep an eye on agent state and productivity.

Stay informed with real-time metrics.

Get updates as issues crop up. Track your performance indicators, including average handle time and Ready vs. Not Ready status.

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Improve your customer calling experience.

Track parameters like calls presented, handled calls, and abandoned calls. Use your findings to improve training for your agents.

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Get real-time updates on your contact center activity.