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).

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.

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

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