Cisco UCCX Wallboard Reporting & Analytics

Variphy's Cisco Unified Contact Center Express (UCCX) statistics are delivered in real-time to every screen needed within a single dashboard. Easily configure Wallboard Widgets on the fly for Agent State and multiple CSQ statistics on one screen.

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Overview

  • 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.
UCCX Dashboards

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.
  • 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.
UCCX Dashboards
UCCX Dashboards

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.

Permissions & User Visibility Restrictions

  • Configure data visibility permissions for user accounts enabling restrictions on which CSQs and Agents a user can see on the wallboard.
  • By restricting users (when appropriate) to particular CSQs and Agents, we can provide meaningful data restrictions for UCCX wallboarding.
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