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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.

Team Performance – Inbound

FieldnameDescriptionDatafield/ FormulaFormat
Team NameName of the team
Agent NameName of the agentResource Name
Calls PresentedCount of calls presented to agentCalls Presented
Calls AnsweredCount of calls handled by agentCalls Answered
Ring No Answer (RNA)Count of all calls presented to agent but was not answered and sent back to the queueRNA
Calls AbandonedCount of all calls abandoned in queueCalls Abandoned
Answered RatePercentage of calls answered(Calls Answered / Calls Presented) * 100
Abandoned RatePercentage of calls abandoned(Calls Abandoned / Calls Presented) * 100
Calls TransferredCount of all calls transferred to another agentCalls Transferred
Transfer RatePercentage of calls transferred(Calls Transferred / Calls Presented) *100
Hold CallsCount of calls put on hold by agentCalls on Hold
Hold RatePercentage of calls put on hold(Calls on Hold / Calls Presented) *100
Avg Hold TimeAverage time of calls put on hold by agentAvg Hold Timehh:mm:ss
Avg Talk TimeAverage time agent spent in talking with customerAvg Talk Timehh:mm:ss
Avg work TimeAverage time agent spend in wrapping up the callAvg Work Timehh:mm:ss
Avg Handle TimeAverage time agent spent in handling the callAvg Handle Timehh:mm:ss

Available Filters

  • Date Time
  • Team
  • Agent