Analytical Reports/ Customized Wallboardscome forUCCX or UCCE/P, these are Contact Center solutions to provide B2C (Business to Customer) communication channels. UCCX is a solution for small-scale contact centers (400 agents app.). For large-scale solutions, PCCE/UCCE solutions are offered. #Cisco #UCCE #CUIC
Reports, Wallboards, and Dashboards are interactive ways to monitor 24x7 or analyze the contact center's performance. Cisco Unified Intelligence Center is a platform to analyze CSRs, Calls, Reasons for Calls, Service Level, and nature of customer complaints (Wrap up). CUIC comes with a number of default reports called Stock reports. #Cisco #UCCE #CUIC
CUIC also provides the provision to make customized Reports comprising Report Definitions and Value Lists. Cisco Contact Center Reporting Experts can make customized queries/stored procedures using SQL for IBM Informix or MS SQL Server Database.
Customized Wallboards can be designed by Cisco Contact Center Reporting Experts on various platforms e.g. Java, Springboot, C# .Net, Angular, React and connected with Database sources. Sample Wallboards are shown below:
Java Springboot With FireBird is a development stack for web or desktop based apps. We will use Java language with springboot framework to build a basic restful API. Our purpose is to setup the environment and access data from database using our Browser. We require following software: 1. Intelli J studio 2. Jdk (latest) 3. Firebird (latest) Step 1: Download and Install Firebird database (it comes with Command line SQL executor) as shown below: Step 2: Execute and test sample SQL script to verify connectivity with local system Firebird instance. Step 3: Download JBird driver for connectivity with Java instance. Step 4: Download and install IntelliJ idea studio. Step 5: Create Intelli J New Project (Spring Initializer) Step 6: Set Datasource using previously downloaded JBird. Step 7: Coding Starts: · Update POM file for all dependencies (you need internet access on development machine for this) · Configure data source from ‘
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Cisco Contact Center - Customize Reports & Queries in CUIC - UCCX. CC Customers must have an idea about How to Customize Reports & Queries in CUIC - UCCX. Our goal is CUIC Reports & Wallboards [ cisco webex contact center enterprise ] For Real-time information, two tables are very important i.e. * RtICDStatistics * RtCsqSummary Both the tables have real-time information about important KPI's of Contact Center. A supervisor or manager can instantly get an overview of the Overall Performance or Service Level. [ cisco webex contact center enterprise ] For Historical Reporting: UCCX base tables are more or less the same. Here is a Golden Tip. Play with the following tables: AgentConnectionDetail ContactCallDetail ContactQueueDetail Resources AgentStateDetail ContactServiceQueue With these tables, you can develop most of the Inbound, Outbound, CsQ, SkillGroup, CallType, DN, Campaign and Agent performance-based detailed reports on historical data of your contact c
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