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ISI Offers UCCX Reporting and Real-Time Statistics for UC Reporting and Analysis Solution

May 20, 2016

ISI (News - Alert) Telemanagement Solutions has enhanced its call accounting and reporting solution with UCCX reporting and real-time statistics. The company is now offering the reporting as an option for its Infortel Select UC reporting and analysis solution, which handles collection, normalization, secure storage and reporting for a variety of telecom management scenarios.

The new UCCX reporting is designed to fill in the gap in Cisco’s (News - Alert) native UCCX reporting application, enabling the collection and processing of contact center metrics from the Cisco Unified Contact Center Express application. This offers visibility into queue and agent level details not currently available through the call detail and call management records generated by the Cisco app. The result is that Infortel may be used as a single reporting platform, generating useful statistics and quality metrics for both contact center agents and non-contact center users.

Features of the enhanced offering include centralized reporting and analysis for multiple UCCXs as well as historic trend reporting of contact center metrics. Agent and queue metrics may now be accessed in a single report as well. The new reporting option is capable of generating seven unique UCCX reports, including: contact center summary; contact center detail; call handling summary by hour, for agent or queue; call handling trend, by queue or contact center; wait time trend, by queue or contact center; contact center agent report by day; and contact center agent summary.

Additional unique reporting features include the ability to save criteria and preferences to a template for repeated use, along with the ability to establish a schedule for future automatic one-time reports. A report distribution option is also available for automatic emailing of whole reports to one or many recipients, and a variety of report output format choices are also available. The new option also includes graphical and tabular data representation options for reports and the dashboard as well as the ability to regulate report data visibility by data source or organizational hierarchy.

Edited by Stefania Viscusi

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