Real Time Reporting for Cisco UCCX & UCCE

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Spectrum Real Time Reporting is an enhancement to the reporting that is available from Cisco UCC Express (UCCX) and UCC Enterprise (UCCE). The ability to combine data from other applications as well as modifying the layout of the reports are the requirements from many contact center managers. Business Relevance to Cisco & Cosco Partners Flexibility… Read more »

Real Time & Historical Reporting

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Spectrum’s NeXorce Enterprise Software provides real time and historical reporting from the Avaya CMS. However, to be very clear, NeXorce is not replacing the Avaya CMS but rather offering an enhanced reporting option. The enhancements come by collecting data outside of the Avaya platform, providing a more visually appealing reporting and offering more reporting options…. Read more »

Importance of Agent States Reporting

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Common sense. There are multiple reasons for knowing what state agents are currently in and the importance of this information helps with overall performance and efficiency in the call center. Agent and Manager awareness of current states Call, Email, Chat routing Performance and efficiency review Avaya Reporting Tools » Agents being aware of what other… Read more »

Contact Center – Business Intelligence

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There are multiple levels of Business Intelligence (BI) in the Contact Center today. Comprehensive BI reporting for your Contact Center (CC) Business can provide immediate results as well as long term trend improvements. BI reporting can be about the now; operational reports, and the past; rear view mirror reports. Ideal BI reports that include both… Read more »

Dashboards: Best Practices

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The Call Center Manager has many tasks to complete each day. To accomplish these chores information is needed and therefore dashboards are provided. The top four Best Practices for dashboards: Configuration to meet your needs Beware the amount of data Details you need are provided You can adjust for the crossover effect of data from… Read more »

Dashboards: Too Much Information?

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The dashboard has many benefits to anyone that uses them properly. From the agent on up to the manager the dashboard provides real time data, historical results, combined data from across competitive sources, status, performance, summaries, inbound, outbound and many more options. However, we can create our own problems when we want too much information… Read more »