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 Avaya
One of the many integrations available with Uptivity. CMS An acronym for Content Management System - a computer application that allows publishing, editing, modifying, organizing, and deleting of content from a central interface. Reports available in NICE Uptivity Performance Management. Additionally, you can learn more about Report Options for this report.
CMS Administration Reports
|
Reports |
Description |
|---|---|
|
Call Work Codes |
Lists the call work codes defined in the CMS. |
| Service Level Periods | Displays the service level periods for each split/skill for the starting date of the reporting period. |
| Splits | Lists the splits defined in the CMS. |
CMS Call Work Code Reports
|
Reports |
Description |
|---|---|
|
Call Work |
Reports on time spent in call work codes for each call work code in use on your CMS. |
| Call Work Code Time Trend | Reports on time spent in call work codes for each call work code in use on your CMS. |
CMS Current Status Reports
|
Reports |
Description |
|---|---|
|
Agent Status |
Presents current status of CMS agents. |
| Avaya CMS Agent Status Widget Report | Presents real-time Avaya CMS agent status information. |
| Avaya CMS Split Status Widget Report | Presents real-time Avaya CMS split status information. |
| Split Expected Wait Times | Presents the current expected wait times of CMS splits. |
| Split Expected Wait Times (Grouped) | Presents the current expected wait times of CMS splits summarized by Performance Management telephony groups. |
| Split Status | Presents the current status of CMS splits. |
| Split Status (Grouped) | Presents the current status of CMS splits summarized by Performance Management telephony groups. |
CMS Group and Agent Reports
|
Reports |
Description |
|---|---|
|
Attendance |
Presents the staff time with agent login and logout date/times. |
| Attendance Trend | Presents the staff time with agent login and logout date/times. |
| Aux Detail | Reports on time spent in aux mode, detailed by aux code. |
| Aux Detail Trend | Reports on time spent in aux mode, detailed by aux code. |
| Call Time Breakdown | Presents call activity and call durations by group and agent for the types of calls tracked by your CMS. |
| Call Time Breakdown Trend | Presents call activity and call durations by group and agent for the types of calls tracked by your CMS. |
| Performance Summary | Presents common agent-based performance metrics based on their CMS activity. |
| Performance Summary Trend | Presents common agent-based performance metrics based on their CMS activity. |
CMS Split - Skill Reports
|
Reports |
Description |
|---|---|
|
Call Breakdown |
Reports on quantity and duration of calls by call type. |
| Call Breakdown Trend | Reports on quantity and duration of calls by call type. |
| Inbound Call Handling | Reports on quantity and time spent handling inbound calls. |
| Inbound Call Handling Trend | Reports on quantity and time spent handling inbound calls. |
| Inbound Call Times | Reports on quantity and time spent handling inbound calls. |
| Inbound Call Times Trend | Reports on quantity and time spent handling inbound calls. |
| Performance Summary | Reports on quantity and time spent handling inbound calls. |
| Performance Summary Trend | Reports on quantity and time spent handling inbound calls. |
| Service Level: Abandoned Calls | Reports on abandon calls by each split's service level period. |
| Service Level: Abandoned Calls Trend | Reports on abandon calls by each split's service level period. |
| Service Level: Answered Calls | Reports on abandon calls by each split's service level period. |
| Service Level: Answered Calls Trend | Reports on abandon calls by each split's service level period. |
CMS Split - Skill (Grouped) Reports
|
Reports |
Description |
|---|---|
|
Call Breakdown |
Reports on quantity and duration of calls by call type, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Call Breakdown Trend | Reports on quantity and duration of calls by call type, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Inbound Call Handling | Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Inbound Call Handling Trend | Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Inbound Call Times | Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Inbound Call Times Trend | Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Performance Summary | Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Performance Summary Trend | Reports on quantity and time spend handling inbound calls, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Service Level: Abandoned Calls | Reports on abandon calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Service Level: Abandoned Calls Trend | Reports on abandon calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Service Level: Answered Calls | Reports on answered calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills. |
| Service Level: Answered Calls Trend | Reports on answered calls by each split's service level period, summarized by NICE Uptivity-defined groups of CMS split/skills. |
