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 UCCX
An acronym for Cisco Unified Contact Center Express. Reports available in NICE Uptivity Performance Management. Additionally, you can learn more about Report Options for this report.
UCCX Administration Reports
|
Reports |
Description |
|---|---|
|
Application List |
Lists the applications present in the source UCCX systems providing data to NICE Uptivity. |
| Queue List | Lists the queues present in the source UCC Express systems providing data to NICE Uptivity. |
| Application Call Handling | Displays details and analysis on the volume of calls arriving and leaving UCCX, summarized by application, with drilldowns to per-application trend views. |
| Application Call Handling Trend | Displays details and analysis on the volume of calls arriving and leaving UCCX, summarized by time, with drilldowns to application views. |
| Application Call Time | Displays details and analysis on the duration of calls arriving and leaving UCCX. |
| Application Call Time Trend | Displays details and analysis on the volume of calls arriving and leaving UCCX, summarized by time, with drilldowns to application views. |
UCCX Current Status Reports
|
Reports |
Description |
|---|---|
|
Agent Status Report |
Lists current status of agents; refreshes every 5 seconds. |
| Cisco UCCX Agent Status Widget Report | Presents dashboard view of real-time Cisco UCCX agent status information. |
| Cisco UCCX Queue Status Widget Report | Presents dashboard view of real-time Cisco UCCX queue status information. |
| Group Status Report | Displays the number of agents in each UCCX state, summarized by group, with drilldown to Agent Status Report. |
| Queue Status Report | Lists real-time queue status; refreshes every 5 seconds. |
UCCX Group and Agent Reports
|
Reports |
Description |
|---|---|
|
ACD Call Handling |
Presents metrics on the quantity of ACD calls and the time spent handling them. |
| ACD Call Handling Trend | Presents trended metrics on the quantity of ACD calls and the time spent handling them. |
| Activity Summary | Presents common group and agent activity metrics. |
| Activity Summary Trend | Presents trended common group and agent activity metrics. |
| Call Type | Summarizes call activity and handle times by call type. |
| Call Type Trend | Summarizes trended call activity and handle times by call type. |
| Not Ready Reason | Summarizes time spent in Not Ready state by reason code. |
| Not Ready Reason Trend | Summarizes trends for time spent in Not Ready state by reason code. |
| Performance Summary | Presents common group and agent productivity metrics. |
| Performance Summary Trend | Presents trended common group and agent productivity metrics. |
| State Summary | Summarizes time spent in logged in, not ready, ready, reserved, talk and work states. |
| State Summary Trend | Summarizes the trend for time spent in logged in, not ready, ready, reserved, talk and work states. |
UCCX Queue Reports
|
Reports |
Description |
|---|---|
|
Activity Summary |
Displays an overview of queue activity showing calls presented, handled, abandoned, handle time, and service level. |
| Activity Summary (Grouped) | Displays overview of queue activity showing calls presented, handled, abandoned, handle time, and service level by group. |
| Call Handling | Displays details and analysis on queue calls and how the calls were dispositioned. |
| Call Handling (Grouped) | Displays grouped details and analysis on queue calls and how the calls were dispositioned with queue data grouped by telephony groups. |
| Call Time | Displays details and analysis of time queue calls spent between arrival in queue and termination. |
| Call Time (Grouped) | Based on the Call Time report, displays data for NICE Uptivity-defined groups of queues instead of individual queues. |
| Calls Abandoned Distribution | Allows you to monitor the number of calls offered that abandon within each time interval (time intervals are defined in the UCCX data collector configuration). |
| Calls Abandoned Distribution (Grouped) | Displays call abandoned and de-queued metrics segmented by pre-defined time intervals. |
| Calls Handled Distribution | Allows you to monitor the number of offered calls that are handled within each time interval (time intervals are defined in the UCCX data collector configuration). |
| Calls Handled Distribution (Grouped) | Displays call handled metrics segmented by pre-defined time intervals and groups. |
| Service Level | Displays several service level calculations and the measures used to compute service level. |
| Service Level (Grouped) | Based on the Service Level report, displays data for NICE Uptivity-defined groups of queues instead of individual queues. |
UCCX Queue Trend Reports
|
Reports |
Description |
|---|---|
|
Activity Summary Trend |
Displays an overview of queue activity showing calls presented, handled, abandoned, handle time, and service level. |
| Activity Summary Trend (Grouped) | Displays grouped overview of queue activity showing calls presented, handled, abandoned, handle time, and service level. |
| Call Handling Trend | Displays details and analysis on queue calls and how the calls were dispositioned. |
| Call Handling Trend (Grouped) | Based on the Call Handling Trend report, displays data for NICE Uptivity-defined groups of queues instead of individual queues. |
| Call Time Trend | Displays details and analysis of time queue calls spent between arrival in queue and termination. |
| Call Time Trend (Grouped) | Based on the Call Time Trend report, displays data for NICE Uptivity-defined groups of queues instead of individual queues. |
| Calls Abandoned Distribution Trend | Monitor the number of calls offered that abandon within each time interval; (time intervals are defined in the UCCX data collector configuration). |
| Calls Abandoned Distribution Trend (Grouped) | Displays call abandon metrics segmented by pre-defined time intervals and groups. |
| Calls Handled Distribution Trend | Allows you to monitor the number of calls offered that are handled within each time interval; (time intervals are defined in the UCCX data collector configuration). |
| Calls Handled Distribution Trend (Grouped) | Displays call answered metrics segmented by pre-defined time intervals and groups. |
| Service Level Trend | Displays several service level calculations and the measures used to compute service level. |
| Service Level Trend (Grouped) | Based on the Queue Service Level Trend report, displays data for NICE Uptivity-defined groups of queues instead of individual queues. |
