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Software for
Contact Centers

Cisco CUIC Reports

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Additional plug-and-play reports to your CUIC repository. Search through our deposit of stock reports by entering a search term or select one or multiple of the categories on the right within the collection.
300$ for each out-of-the-box report in the catalog. If  none of these suit your reporting requirements, we can build customized reports that you can then install in your environment.
See our wallboard and OLAP/ Business Intelligence solutions for advanced reporting requirements.

 

Expertflow provides a series of out-of-the-box CUIC records at a fixed price of 300 USD, or for free as part of Expertflow products. Similar bespoken reports can be created.

Agent Performance

Fieldname Description Datafield/ Formula Format
Month
 Month of year Month
Date
 Selected Date from the filter Date
Agent Name
 Name of the agent AgentName
Agent Login ID
 Extension of the agent Extension
Login Time
Time of agent logged in to the MRD
 LoginTime
Logout Time
Time of agent logged out from MRD
 LogoutTime
Team
 Name of the agent team Team
Campaign Name
 Name of the campaign CampaignName
Connected Calls
 Total outbound calls answered by the agent OutboundCalls
Login Duration
 Total login duration LoginTime minutes
Ready Time
 Total ready duration ReadyTime minutes
Not Ready Time
 Total not ready duration NotReadyTime minutes
Reserve Time
 Total time in reserve state ReserveTime hh:mm:ss
Talk Duration
 Total talk duration TalkDuration hh:mm:ss
Hold Duration
 Total hold duration HoldDuration hh:mm:ss
ACW Duration
Total duration while entering Wrapup data
 ACWDuration
 hh:mm:ss
Handle Duration
Total duration of outbound answered calls
 HandleDuration hh:mm:ss
Avg Talk Time
 Average talk time (TalkTime/CallsAnswered hh:mm:ss
Avg Handled Time
 Average handle time (HandleTime/CallsHandled) hh:mm:ss
Occupancy
The percentage of time agent occupied for handling task out of total ready time
(TalkTime+HoldTime+ACWTime
+ReserveTime)/(LogonTime – NotReadyTime)
 Percentage

Available Filters

  • Date Time
  • Campaigns
  • Teams
  • Agents