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.

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