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. Managers can use these reports for views of performance across groups, while IT administrators can use them for managing the effectiveness of their telephony infrastructure.
Below are all the reports available for these standard data source integrations with NICE Uptivity Performance Management:
- Avaya CMS
- Cisco UCC Express (UCCX)
- Cisco UCC Enterprise (UCCE)
- Workforce Management
For historical reports, you can select the period and time interval (half hour, day, week, month). You can also use the drop-down list to the right of the Go button to choose from a selection of common periods.
These reports share the following common features:
- Sort a report by clicking any column heading
- Click any underlined data to drill down for additional detail
- Print and export to different formats
Customization of ACD
Acronym for Automatic Call Distributor - A device used to manage and distribute incoming calls to a specific group of terminals. Reports may be available, including additional intervals, data, columns, headers, and so forth. Contact your NICE Uptivity representative for details.
