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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 Call Statistics

Note: Additional cost for custom database development and deployment of data replication connector will be charged.

Fieldname Description Datafield/Formula Format
Team Name of the agent team AgentTeam
Agent Name Name of the agent AgentName
Incoming
Number of Calls Inbound calls answered AnsweredCalls
Calls Duration Duration of answered calls CallDuration-Incoming seconds
Avg Duration Average duration of answered calls CallDuration/CallAnswered
Internal
Number of Calls Internal calls made in the system InternalCalls
Calls Duration Duration of internal calls CallDuration-Internal seconds
Avg Duration Average duration of internal calls CallDuration/InternalCalls
Outgoing
Number of Calls Manual Outbound calls made from the UCCX system OutboundCalls
Calls Duration Duration of outbound calls CallDuration-Outbound seconds
Avg Duration Average duration of outbound calls CallDuration/OutboundCalls
Transfer
Number of Calls Calls transferred or conferenced between agents TransferredCalls
Calls Duration Duration of transferred calls CallDuration-Transfer seconds
Avg Duration Average duration of transferred calls CallDuration/TransferCall
Summary
Number of Calls Sum of all calls TotalCalls
Calls Duration Sum of duration of all calls TotalDuration seconds
Avg Duration Average duration of all calls TotalDuration/TotalCalls

 Available Filters

  • Date Time
  • Teams
  • Agents