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.

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.

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.