Cisco IPCC Express

Cisco IPCC Express with Ultra-Link Software

Ultra-Link is powerful real time data collection software that gathers information from the Cisco IPCC Express 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 Express requires that the CRA Database be configured for Real-Time Snapshot Reporting and that the RtCSQsSummary and RtICDStatistics tables be configured.  

Ultra-Link  for Cisco IPCC Express

Sample Data Items      
TotalCSQs
LoggedInAgents
TalkingAgents
WorkingAgents
ReservedAgents
InSessionAgents
AvailableAgents
UnavailaleAgents
TotalCalls
CallsWaiting
CallsHandled
CallsAbandoned
ConvAvgTalkDuration
ConvLongestTalkDuration
ConvLongestWaitDuration
ConvOldestContact
And more…