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UC Reporting Solutions Fill in Where UC Solutions Leave Gaps

June 16, 2016

While many contact centers are adopting unified communications solutions such as those offered by Cisco (News - Alert) today, some are finding that the reporting isn’t quite as rigorous as their customer experience standards demand. Contact centers, unlike most other business functions, run on carefully tracked metrics that are used to measure the health and performance of the customer experience (CX).

The answer, for these organizations, is to seek a supplemental reporting and analysis solution that can serve as a centralized repository of call activity from virtually any VoIP or legacy PBX (News - Alert) platform on the enterprise voice network. These additional solutions can handle collection, normalization, secure storage, and reporting to meet a variety of corporate telecom usage management needs including traffic analysis, network planning, employee productivity, device utilization (important in an increasingly mobile and distributed contact center environment), historic call archiving, chargeback, abuse and misuse detection, and now contact center metrics.

ISI (News - Alert) Telemanagement Solutions, Inc.’s Infortel Select UCCX Reporting is an option that can be added to an Infortel Select UC reporting solution to enable collection and processing of contact center metrics from Cisco’s Unified Contact Center Express application to gain visibility into queue and agent level information that is not available from call detail and call management records produced by the Cisco UCM cluster. ISI’s UCCX Real-Time Stats enables contact center managers to track both real-time and historic contact center metrics by displaying agent and queue stats in a dashboard suitable for viewing in a variety of formats in a busy contact center.

The solution (demonstrated here in video format) was designed to fill the gaps in Cisco’s native UCCX reporting. It offers centralized reporting of multiple UCCXs and queues, historic trend reporting of contact center metrics, and agent and queue metrics in the same report. Managers can gain access to seven unique unified communications metrics that pertain to the customer experience, including call handling trend reports that compare queue and agent abandonment rates to number of calls, as well as agent summary reports that compare agent productivity.

New to the updated UCCX Real-Time Reporting solution is a real-time stats dashboard that allows managers to see the “health” of the UC contact center at a glance in real time, so adjustments can be made to operations before small problems grow into large problems. Managers can gain visibility into agent and queue status, access cumulative performance statistics, and even view stats on mobile devices and wallboards in addition to desktops.

In addition to providing essential contact center metrics, the solution helps contact centers achieve a higher quality user experience and generate reports both inside and outside the contact center, something most unified communications solutions simply aren’t designed to do. And since not all customer support happens in the contact center, end users such as managers and operations executives can leverage Infortel Select as a single reporting platform for contact center agents and non-contact center users alike.

Edited by Stefania Viscusi

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