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Enhanced UCCX Metrics, Across Multiple UCCX Systems

Infortel® Select is ISI’s Unified Communications reporting and analysis solution which serves as a centralized repository of call activity from virtually any VoIP or legacy PBX platform on the enterprise voice network. Infortel Select handles 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, Historic Call Archive, Chargeback, Abuse & Misuse Detection, and now Contact Center Metrics.

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.

The Infortel Select UCCX Reporting Option was created to fill the gap in Cisco’s native UCCX reporting application, bring UCCX metrics into Select’s Report Designer for easier custom UCCX reporting, and to enable end-users to leverage Infortel Select as a single reporting platform for Contact Center Agents and Non-Contact Center Users alike.


Key Capabilities

Infortel Select UCCX Reporting fills the following gaps in Cisco’s native UCCX reporting:

icon-resellerCENTRALIZED REPORTING AND ANALYSIS OF MULTIPLE UCCX’S

Infortel Select’s multi-platform design inherently collects from any number of data sources and allows reporting users to select which data sources, Queues, and Agents to include or exclude from any report produced.

icon-resellerASSOCIATION OF AGENT AND QUEUE METRICS INTO THE SAME REPORT

Infortel Select collects and associates Agent and Queue information so that, when desired, both attributes of call activity are available for display and analysis within any report.

icon-resellerTRUE HISTORIC TREND REPORTING
OF CONTACT CENTER METRICS

Infortel Select allows the end-user to define retention time for collected Contact Center Metrics, creating a historic database of key queue and agent stats that may be reported upon at will through Infortel Select’s reporting tools.

icon-resellerCUSTOM REPORT DESIGNER FOR SUMMARY AND DETAIL METRICS

Infortel Select’s integrated Report Designer supports expanded field choices, including contact centers, to create your own custom UCCX reports, with Queues, Agents, and all the related metrics.

icon-resellerWRAP-UP DATA REPORTING
FOR FOLLOW-UP DETAILS

Infortel Select collects wrap-up data supplied by agents at the conclusion of interactions with customers which can be reported on to indicate the results of those interactions and if any further action is required.

icon-resellerTEAM REPORTING TO OPTIMIZE STAFFING

When Contact Centers are defined or divided by teams, Infortel Select can be used to report on specific teams and get visibility into metrics such as call handling, or scheduling, for optimal management and staffing.

icon-resellerAPPLICATION REPORTING
FOR STAFF PLACEMENT

Infortel Select offers insights as to how customers are getting to specific Queues and Agents, allowing management to use Application Reporting to plan staffing, knowing who to place where and why.


Metrics that Matter

When the UCCX Reporting Option is added to an Infortel Select system, an extensive list of convenient and automated reporting features, that Infortel Select users are accustomed to, become available for an intuitive Contact Center reporting experience including:

  • Save criteria/preferences to a “Saved Report” template so that it can easily be called up and rerun without having to recreate your choices
  • Establish a schedule for future automatic one-time (and/or generation of saved) reports
  • Report distribution option to automatically email whole reports to one or many recipients or bursting of company-wide reports to the responsible manager
  • Variety of report output format choices including: PDF, HTML, and Excel; plus flexible data export formats to share metrics with other applications via Excel, Fixed ASCII, and delimited ASCII (i.e. CSV)
  • Graphical and tabular data representation options via reports and the dashboard
  • Report data visibility regulated by data source and/or organizational hierarchy

Report Deliverables

Focused on addressing missing or deficient reports in Cisco’s native UCCX Reporting, Infortel Select UCCX Reporting will provide the following reports in its first release:

  • Contact Center Summary
  • Contact Center Detail
  • Call Handling Summary by Hour – 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
  • Contact Center Agent Summary

Call Handling Trend

The Call Handling Trend Report uses historic tracking of key Contact Center metrics to simultaneously display hourly, daily, weekly or monthly trends on multiple metrics such as Total Calls, Calls Handled, Calls Abandoned in Queue, Calls Abandoned at Agent and Calls De-queued. The report can be selectively generated at the Agent, Queue, or UCCX level. Assess impact of past marketing events, staff changes, call routing adjustments on productivity and customer service levels, or forecasting future staffing needs.


Agent Summary Report

The Agent Summary Report selectively displays tabular or graphic representation of the Agents active within a Contact Center or Queue and their key performance metrics such as Calls Presented, Calls Handled, Handled Ratio and each Agent’s Average and Maximum Handle Time, Talk Time, Hold Time, Wait Time and Idle Time. Summarize Agent performance over a few hours or several months. Assist Contact Center Managers in coaching staff to optimal performance, identifying problem Agents and quantifying Agent performance for review and feedback.


ISI’s Infortel Select UCCX Reporting option satisfies needs that Contact Center Managers have identified with Cisco’s native UCCX reporting and does so at a fraction of the cost of other Contact Center reporting applications. Additionally, a higher quality user experience is realized by Contact Center Managers with integrated reporting of both Contact Center and Non-Contact Center devices available on a single platform.

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