Cisco IPCC Enterprise

Cisco IPCC Enterprise (ICM) with Ultra-Link Software

Ultra-Link is powerful real time data collection software that gathers information from the Cisco IPCC Enterprise and distributes this data to
LED Wallboards, Data-Pops (Desktop Clients), Plasma/LCD/TV monitors, Emails (including PDAs, Cell Phones, Pagers), XML Web Pages and Printed Reports. Ultra-Link gives mobility back to the supervisor so they can assist agents, attend meetings and still be aware of the status of the call center. Administering the data will elevate the data from “just another set of facts and figures” to useful and empowering information sent out to a targeted audience to improve efficiency and effectiveness in your business.

The Cisco IPCC Enterprise data source requires the Spectrum Query Tool.

****Data Items for the Cisco IPCC Enterprise (ICM) will depend on the database version.****

Sample Data Items
NotReady
ReservedAgents
WorkNotReady
WorkReady
CallsQueuedNow
AgentsTalking
AnswerWaitTimeHalf
AnswerWaitTimeToday
AvgDelayQAbandTo5
AvgHandleTimeTo5
AvgSpeedAnswerTo5
AvgTalkTimeTo5
HandleTimeHalf
HandleTimeToday
LongestAvailAgent
LongestCallQ
OverflowOutToday
PeriphServiceLevelHalf
PeriphServiceLevelToday
ServiceLevelAbandHalf
ServiceLevelAbandToday
ServiceLevelCallsHalf
ServiceLevelCallsOfferedHalf
ServiceLevelCallsOfferedToday
ServiceLevelCallsQHeld
ServiceLevelCallsToday
ServiceLevelHalf
ServiceLevelToday
TalkTimeHalf
TalkTimeToday