By connecting NICE Uptivity Performance Management to your contact center phone system, you can generate reports that deliver vital performance information and highlight where adjustments need to be made on an agent or group basis. For more information, see ACD Reports Overview.
Click-to-expand the types of reports below to see names and descriptions of all the Cisco UCCE
An acronym for Cisco Unified Contact Center Enterprise. Reports available in NICE Uptivity Performance Management. Additionally, you can learn more about Report Options for this report.
|
Reports |
Description |
|---|---|
|
Activity Summary |
Presents per call type activity analysis. |
| Call Type List | Allows you to view a list of all active UCCE call types. |
| Service Level | Presents per service level and abandonment analysis for call types. |
|
Reports |
Description |
|---|---|
|
Activity Status |
Summarizes the current state of users. |
| Call Type Status | Lists real-time call type status. |
| Service Status | This report lists real-time service status. |
| Skill Group Agent Status | Allows you to view a list of all active UCCE Services. |
| Skill Group Call Status | Allows you to view a list of all active UCCE Services. |
| Skill Group Status | Lists real-time service status. |
|
Reports |
Description |
|---|---|
|
ACD Call Performance |
Summarizes agent ACD call performance metrics. |
| Agent Performance | Provides common call center agent performance metrics. |
| Call Summary | Summarizes call activity and handle times by call type. |
| State Summary | Summarizes time spent in logged in, not ready, ready, reserved, talk and work states. |
|
Reports |
Description |
|---|---|
|
Activity Summary |
This report presents per service call activity analysis. |
| Service Groups Activity Summary | Presents service call activity analysis grouped by NICE Uptivity Groups. |
| Service Groups Service Level | Presents per service level and abandonment analysis for services organized by NICE Uptivity Groups. |
| Service Level | Presents per service level and abandonment analysis for services. |
| Service List | Allows you to view a list of all active UCCE Services. |
|
Reports |
Description |
|---|---|
|
Skill Group List |
Allows you to view a list of all active UCCE Skill Groups. |
|
Reports |
Description |
|---|---|
|
ACD Call Performance |
Presents agent ACD call data summarized by time interval, day, week, and month. |
| Call Summary | Summarizes call activity and handle times summarized by time interval, day, week, and month. |
| Service Activity Summary | Presents call activity analysis by time interval, day, week, and month. |
| Service Level | Presents service level and abandonment analysis by time interval, day, week, and month. |
| State Summary | Presents agent state data summarized by time interval, day, week, and month. |
