Cisco UCCX Reporting & Analytics

Just like Variphy’s CDR and Call Analytics reporting, UCCX Agent and Contact Service Queue (CSQ) activity and statistics reports are highly customizable and dynamic, allowing you to specify what Agents/CSQs the report is going to include, as well as what details and statistics should appear.

Generate reports on-demand or schedule for multiple output formats, including PDF, XLSX, CSV, & HTML.

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UCCX Agent Reporting

Highly configurable Agent-focused reporting that can include state and/or call statistics, such as the total duration each is spending in Not Ready States as well as the number of call handled, abandoned, etc.

Configurable and Flexible

  • Select desired Agents by name, Team, or Resource Group.
  • Include desired productivity statistics, call counts, and talk times for the desired time period.
  • Identify every Agent's time spent and occurrence in both Standard and Custom Not Ready Reasons as well as Ring No Answer (RNA).
Try it for FREE! Watch a Video ▶

UCCX Contact Service Queue (CSQ) Reporting

Configurable and Dynamic

  • Report on key statistics for Calls Abandoned, Handled, Dequeued, Aborted, Handled by another CSQ.
  • Select one, multiple or all CSQs.
  • Pinpoint Handled and Missed Service Level (SLA) metrics per CSQ.
Try it for FREE! Watch a Video ▶

UCCX Time Interval Reporting

Break down UCCX CSQ and Agent reporting statistics by various blocks of time (Month, Date, Day of Week, Hour, half hour, and quarter hour), using both charts and tables.

  • Create a Summary Statistics Table, Time Period Statistics Table, or a Time Period Statistics Chart allowing you to pinpoint the “peaks and valleys” in your call flows.
  • Create charts and graphs using Total Summary, Individual Summary, or Both.
  • Add greater flexibility and granularity to your CSQ or Agent reports in UCCX analytics.
Try it for FREE! Watch a Video ▶

Full UCCX Call Details

If desired, include full UCCX call details to dive even deeper, such as to identify system failures and errors.

Search & filter UCCX Call Details by:

  • Account Number, Application ID, Application Name, Application Task ID
  • Called Number, Caller Entered Digits, Contact Disposition and/or Type, Custom Variables 1 - 10
  • Originator, Destination, Connected or Queued Agent Extension, Login ID, Name, DN, Type
  • CSQ Name and/or Service Level, Call Result and/or Wrapup Data
  • Flowout, Redirect, Session ID, Transfer, Disposition Reason
  • Hold, Ring, Talk and/or Work Time and much more

Custom Labels

Configure one or multiple sets of Custom Labels for CUCM/UCCX and replace Cisco technical terminology with what YOUR Organization uses. Apply a label set to widgets and reports and also restrict users to specific labels for simpler usability.

  • Easily configure Custom Label Sets for CUCM and UCCX.
  • Reveal the original label with a hover tool-tip.
  • Support multiple languages.
  • Assign Custom Label Set Privileges.
  • Apply to Dashboards, Reports, & Alerts
Try it for FREE! Watch a Video ▶

Webinars for Cisco UCCX Reporting & Analytics

Upcoming Webinars (1)

Webinar Date/Time
UCCX Dashboard/Wallboard new features
Join Matt and Mike as they showcase the new the new UCCX Wallboard features within Variphy 12.2.3 		01/20/2021
11:00 AM US/Pacific		 Register

View Past Webinars (5)

Webinar
Building UCCX Agent Reports
Walk through on how to build a meaningful UCCX Agent report.
Building UCCX Agent Reports Building UCCX Agent Reports
Building UCCX CSQ based reports
Join Phil & Mike as the walk you through Variphy UCCX Reporting. You'll learn how to build UCCX CSQ based reports.
Building UCCX CSQ based reports Building UCCX CSQ based reports
Cisco UCCX Wallboards
Join Phil & Dan as they walk you through Variphy's real-time Contact Center UCCX Wallboards. Learn how to easily configure Wallboard Widgets on the fly for Agent State and multiple CSQ statistics on one screen.
Cisco UCCX Wallboards Cisco UCCX Wallboards
UCCX CSQ and Agent Time Interval Reports in Variphy 12.2
How to build and use Variphy's new UCCX Time Internal Analytics for CSQ and Agent Reports by Day of Week, Hour of Day, Date, Week, Month, and more.
UCCX CSQ and Agent Time Interval Reports in Variphy 12.2 UCCX CSQ and Agent Time Interval Reports in Variphy 12.2
UCCX Detail Descriptions
UCCX Detail Descriptions
UCCX Detail Descriptions UCCX Detail Descriptions

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