UC TODAY – Part 3: UC Reporting – Metrics, Device Usage, Collaboration Reporting (Verba), Adoption Rates & More

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In part 1 and part 2, we’ve assessed the benefits of moving to a Unified Communications (UC) platform, as well as ways to properly prepare for the migration by conducting a Traffic Analysis and a Telecom Audit. You’ve accounted for your current network provisions and through Traffic Analysis and Telecom Audit you have discovered how to optimize usage and expenses as your network evolves. This in-depth look into your company’s UC consumption prepared you for the optimal UC platform deployment and now with this insight you have carefully chosen a UC platform that meets your specific business needs.

Now that your UC platform is deployed and running, it’s time to mine the data it provides for the best possible maintenance and ongoing assessment of your vast communications network across the entire enterprise. Companies that adopt a UC strategy report better product development, better sales outcomes, and increased lead conversion by collaborating across departments to create custom solutions for their clients. The post-deployment improvements are well documented, but to achieve these results in the long-term, you need a powerful UC Reporting solution to give you metrics and analytics you can use along the course.

The benefits of UC Reporting are many, but the most important caveat to remember is that it helps you understand how your UC strategy is playing out over time and provides insight on how to adjust when needed for efficiency or savings.

UC Reporting provides really useful data surrounding your company’s operations. You should look for a solution that allows you to control reports with precision and accuracy and to create different fields to customize the reports to fit your specific needs. If the information exists, you should be able to report on it.

Many companies find it helpful to know information pertaining to adoption rates of devices involved in their UC implementation. UC device level reporting will give you all the information needed to determine your licensing strategy and inventory by knowing exactly who is using what device to communicate.

For instance, Steve is your employee. He has a Cisco desk phone, a mobile phone, and a soft phone on his PC. Through your UC Device Level* report you discover, that he uses his desk phone 5% of the time, his smartphone with Jabber 15%, and his softphone client the remainder of the time. This intelligence can help the company decide during cost saving measures if having a desk phone, a mobile Jabber license, or PC softphone are all necessary. This particular UC report provides understanding into how employees are using the devices on the network and lets you properly equip your workforce with the licenses they do use, coupled with the ways they like to use them.

Similar to the Traffic Analysis study conducted earlier to properly deploy your UC architecture, the UC Reporting platform can provide you with the same telescopic views on an ongoing basis to determine the bandwidth requirements you will need as you shrink or grow your business.

An example query might be related to the number of Jabber licenses provided for the current employees: can your network support all the traffic? This detailed reporting can identify the network requirements for carrying out your traffic needs with the call quality you desire; reporting that gives you metrics based on hours, days, or weeks for business intelligence.

UC reports capture Call Detail Records (CDR) from telephony systems to report on usage and employee activity. You may want to run reports that give you metrics on call statistics like busy signals, dropped calls, and employee productivity statistics such as: call handling summary, ring time, abandon rate, call durations and much more. You can also report on video, and IM usage as well.

With UC Reporting, organizations can take advantage of not only the ability to report on calls, video and IM, but they also gain a searchable archive of historic data. Through your recording platform you can report on the usage surrounding employee collaboration (we address this in greater scope in the next UC Today installment). This on-demand access to your communication history provides a platform to satisfy a number of possible regulatory directives, including HR, HIPAA, Sarbanes-Oxley or other legal research.

  • Search and retrieve months of voice/IM/P records
  • Flexible reporting criteria
  • Produce verification to fulfill HR, corporate security, customer service and legal needs

The best feature of having your UC under one roof is that once you’ve consolidated your communications methods, this provides you with the ability to cherry pick the most valuable information and metrics pertinent to your company or your department and report on them. Your UC Reporting solution is the key to getting a granular look at your company’s usage, content and expenses.

*Cisco Device Level reporting is only available for Cisco platforms where the Call Detail Records contain such information about devices used.
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Darlene Jackson is a published writer with many years of experience in digital publishing, advertising, and public relations. Her diverse assignments include stints with Chicago Public Media, The Chicago Tribune, and various print and online media and communication outlets. She is currently pursuing a master's degree at Northwestern University.

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