Real Time Reporting for Cisco UCCX & UCCE

Posted by & filed under Uncategorized .

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

Posted by & filed under Uncategorized .

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

Posted by & filed under Uncategorized .

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 »