Cisco's Unified Contactcenter has a SQL-server based reporting database. All fields of the database are described in the Database Schema Handbook. A significant advantage over other Callcenter platforms is that this database contains reporting information on ALL media, not only voice calls. UCCE can for example route Emails, WWW-chat, and any other media, and the reporting database will make all information available per agent or skill group.

Cisco Webview with roughly 50 standard reports is the onboard reporting solution comes along for free with every callcenter licence.  Webview is however only one of many reporting applications you can use, and it can itself be expanded. You could just as well use Excel, Access, Crystalreports, Infomaker or other tools for your reports, depending on the type of user and information that is required. This page shows you the additional options that we can provide for you.

Webview

The most economical way for you to have customized reports is to add new Webview templates, as you won't need any additional tools. Add any real-time or historical information in any format in new Webview templates.

As soon as the templates are available, you can view all your information (even past information) in the new format that you require.

SQL Statements

Another option for customized reports is to use your own reporting tool, or standard office tools such as Excel or Access. Customized SQL statements will extract for you the information you wish, and you can then view an analyze your Callcenter data in these standard tools.

Agent reports

The callcenter agents themselves usually also require status information - in case you don't use Wallboards, or as a complement to these. Typically you would like to inform them on the size of the queue and current waiting time. Small non-invasive applications that run on the agent's desktop can display in small colored icons the status of any measure of the callcenter.

WWW-based reporting tools

A dedicated fully customized WWW-based reporting tool can display the information in the format (pie-charts, colors, size of characters,..) that you wish, along with other customized information (up-to-date company information, promotions,...). You can then display this information on normal LCD screens on the walls of your callcenter. Instead of using one server per LCD screen, we can provide you with video-distribution kits to distribute the same content to several screens.

Management information systems

There are several reporting tools that allow you to add management-relevant information, and for example to aggregate information from your CRM, the Workforce Management tool, or Qualitymanagement metrics originating from the Voicerecording tool. We can advise you on the different options that are availabe in the market.

Interested? Contact us via chat for a free online WWW-based demonstration of Reporting Solutions by one our consultants!