UCCE

  • Abandoned Call Detail

    A historical report on CCE platform that provides detail of each contact dropped by the customer while waiting for an agent in queue.

  • ACD Results

    A historical report on CCE platform that provides outcome of all outbound contacts attempted by dialer during a campaign.

  • Agent Login Logout

    A historical report on CCE platform that provides statistics for an agent session. A session begins when an agent first logs in to the system and ends when the agent logs out. (Data is written at agent logged out event)

  • CUIC Report Template

    DateTime

  • Call Transfer Detail

    A historical CDR report on CCE platform showing detail of each contact handled along with the hang-up party (Customer or Agent).

  • Agent Disposition

    A historical report on CCE platform that provides consolidated stats of all wrap-up entered by agent after handling outbound contact.

  • Lead Search

    A historical report on CCE platform that provides the outcome of lead attempted by the dialer.

  • Agent Not Ready Reason

    A historical report on CCE platform that provides the consolidated stats of Not ready reasons availed by agent during the shift.

  • System Disposition

    A historical report on CCE platform that provides consolidated outcomes of outbound contacts w.r.t system.

  • Agent Performance

    A historical report on CCE platform that provides consolidated stats of agents worked on outbound campaigns.

  • Call Type Real Time

    A report on CCE platform provides real-time statistics for each call type configured in the system. The system generates ‘Real Time’ record for each call type To5 (during the rolling five-minute interval) & Today (since midnight).

  • Agent and Team Wise Hourly

    This report on CCE platform shows agent and team wise hourly consolidated statistics of different states.