Contact Center Reporting
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE
ExpertFlow offers two types of historical and real-time reports:
- Operational reports with Cisco CUIC.
- Analytical Business Intelligence with OLAP Cubes
ExpertFlow can generate these reports for data originating from multiple sources, such as the Contact Center Quality Management, Workforce Management, Call Detail Records, Customer information from CRM or ERP systems.
Operational Reports with Cisco CUIC
Cisco CUIC (Unified Intelligence Center) is the native reporting tool of Cisco Contact Centers and comes with a variety of pre-defined reports and is the tool that satisfies most requirements.
Below is a list of all native CUIC reports.
Customized operational reports
We can customize CUIC reports as per you business requirements. Here is a series of CUIC reports that you can easily add to your CUIC installation. You can find the installation guide here: User Guide for the Cisco CUIC Reporting Application.
Note: We can optionally offer the installation as a service of customized reports on your system either via WebEx or VPN. The service will be charged on a T&M basis.
Customized operational reports are also available so that users can manage daily business processes such as current performance metrics or key performance indicators (KPIs), custom reports can be both real-time or historical.
Interested? Contact us via chat for a free online WWW-based demonstration of Reporting Solutions by one of our consultants!
Analytical Reports allow for drill-down using Pivot tables. They rely on a data warehouse in the form of an OLAP cube and use historical information from multiple data sources - internal or external to the contact center. Your data analysts can slice and dice data from a cube using Excel Pivot tables, or one of the OLAP clients that we provide, namely SpagoBI, Pivot4j, EazyBI or Tableau.
Some of our clients deploy a data warehouse and OLAP viewer solutions on their own servers. This premise-based approach is however very CPU-consuming and costly in terms of server requirements, especially if you don't run multiple new reports every hour. This cost can be reduced by at least 90% if a hosted approach is chosen, using underlying technologies such as Amazon QuickSight and Redshift, Google BigQuery or Microsoft Azure Data Factory. In this hosted BI approach, your data is continuously encrypted, transferred to the hosted data warehouse, from where you can then run your data warehouse and analytics work. ExpertFlow can make all your customer collaboration data available on hosted data warehouses and OLAP viewers. The functionality is the same as for a premise-based solution.
Our analytics package for contact centers comes with three pre-defined OLAP cubes. Beyond these three core cubes, the ETL (Extract-Transform-Load) layer of our Business Intelligence solution allows you to add further fields to your data analysis. We have also added two cubes for Call Accounting, so the same tool can be used for internal billing/ accounting to cost centers.
EFBI OLAP Cubes
EFBI provides 3 predefined cubes, Agent_Cube, AgentSkillGroup_Cube, CallType_Cube analyzed by different dimensions, Time (year,day,hour,…), Agent, CallType and SkillGroup. Cubes are used to study and understand what happened, why it happened and what changes should be made in the future. Users are free to have their own use of the cubes they can create their own tables depending on the type of analysis.
Requirements for Analytical Reporting
Windows Server 2008 R2 and higher
SQL Server 2008 R2 (for database) + MySQL 5 (for application)