Variphy: CDR Reporting and Call Analytics

UCCX Wallboards

Cisco Unified Contact Center Express (UCCX) statistics delivered in real-time to every screen needed.

Administrators, Supervisors, and Agents have access to web-based reports.

Display data on large screens in contact centers with visual alert color changes based on configurable thresholds.

Concurrently view & monitor Agents & Contact Service Queues (CSQ) within a single dashboard.

Configurable and dynamic user-based data restrictions for wallboarding.

Fully integrated with Variphy's Call Analytics dashboard as an all-in-one solution to minimize total cost of ownership.

CSQ Statistics

Display key statistics like # Agents Logged In, Available, and Unavailable as well as Wait and Talk durations per CSQ.

Select and filter views for one, multiple or all CSQs.

Configure threshold-based visual alerts for Agent availability, durations, and other key performance indicators (KPIs).

Agent Statistics

Select Agents by name, Team, or Resource Group and display desired productivity statistics, call counts, and talk times for the desired time period.

View Agent Status in Real-Time

Identify every Agent's time spent in both Standard and Custom Not Ready Reasons as well as Ring No Answer (RNA).

Easily view each Agent's current status, such as Logged In, Not Ready, Ready, Reserved, Talking, Working, or Logged out.

Generate reports on-demand directly from each widget to multiple output formats, including PDF, XLSX, & HTML.

Statistical Summaries

Quick "at-a-glance" statistical summary and KPI totals and aggregates for one, multiple or all CSQs.

Carousel "block" view designed specifically for wallboards on call center TVs and monitoring screens.

Configure threshold-based visual alerts for Agent availability, durations, and other key performance indicators.

Webinar
Building UCCX Agent Reports Walk through on how to build a meaningful UCCX Agent report.
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.
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.
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 Dashboard/Wallboard new features Join Matt and Mike as they showcase the new the new UCCX Wallboard features within Variphy 12.2.3
UCCX Detail Descriptions UCCX Detail Descriptions
UCCX Handle and Ring No Answer Reports Mike and Vic demonstrate a new option in 12.3.0: support for High Availability and Inclusion of Handle time in UCCX dashboards and reports.
UCCX Reporting: Identifying Employee Misuse Vic and Mike show you how to use UCCX reporting to identify possible employee misuse or abuse. Learn how you can utilize data such as Ring No Answer (RNA) State, Talk time (<= 1 sec), Not Ready Counts, and State Details Login time to improve productivity.

Cisco UCCX Wallboards