New in Variphy 12.0

Cisco UCCX Reporting & Analytics

Variphy is introducing the highly anticipated UCCX Reporting & Analytics, which provide specific reporting for Agent as well as Contact Service Queue (CSQ) activity and/or statistics.

Just like Variphy’s CDR and Call Analytics reporting, all UCCX 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).
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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.
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Full UCCX Call Details

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

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