UCCX

  • Agent Summary – Daily

    A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.

  • Assistance – Specific Numbers

    A historical report on CCX platform that provides day wise count of calls to 7 specific numbers.

  • Custom Call Variable CSQ – 30 Min

    A half hourly report on CCX platform that displays consolidated statistics on Custom Variable and CSQ.

  • Custom Call Variable CSQ – Daily

    A historical report on CCX platform that provides day wise consolidated stats on Custom Variable and CSQ.

  • Custom Real Time Since Midnight

    A real time report on CCX platform that displays statistics of CSQs since midnight.

  • Manual Outbound Dialing

    A report on CCX platform that counts number of calls manually dialed by agent outside the contact center.

  • Team and Agent Performance-Chat

    A report on CCX platform that consolidates team and agent performance on Socialminer chat KPI’s

  • Team Performance – Inbound

    A report on CCX platform that displays team performance on inbound KPIs.

  • Inbound and Outbound Calls Detail

    A call by call report on CCX platform that displays inbound (ACD & Non-ACD), outbound (IPCC & Non-IPCC), internal, external and transferred calls detail.

  • Agent Call Statistics

    This historical report on CCX platform displays consolidated statistics of agent answered (Incoming, Internal, Outgoing, Transfer) calls on team basis.

  • Agent KPIs-Hourly

    This report on CCX platform shows agent wise hourly consolidated statistics of received, answered and abandoned calls.

  • Calls Abandoned Detail

    A call by call report on CCX platform that displays lost (abandoned on ring) and abandoned (in queue) calls detail.