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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 and Agent Performance-Chat

FieldnameDescriptionDatafield/ FormulaFormat
Team NameName of the team
Agent NameName of the agentResource Name
Chats PresentedCount of chats presented to agentChats Presented
Chats AnsweredCount of chats handled by agentChats Answered
Chats DeclinedCount of chats declined by agentChats Declined
Answered RatePercentage of chats answered(Chats Answered / Chats Presented) * 100
Abandoned RatePercentage of chats declined(Chats Declined / Chats Presented) * 100
Avg Accept TimeAverage time of chats accepted by agentAvg Accept Timehh:mm:ss
Avg Talk TimeAverage time agent spent in answering chat with customerAvg Talk Timehh:mm:ss
Avg Handle TimeAverage time agent spent in handling the chatAvg Handle Timehh:mm:ss

Available Filters

  • Date Time
  • Chat CSQs
  • Teams
  • Agents