Cisco UCCX Report Options

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.

Cisco UCCX reports offer the ability to add charts for graphical representation of the data. To add a chart to a UCCX Report:

1. From the Report Library or My Reports widget, click the report you want to run.
2. Click the Filter icon (designated by a funnel) to open the Filters Panel.
3. Select a Chart Display option.

These reports also support the following filter options (options vary by specific report):

Date Range

Allows you to specify the first and last dates of a date range for the report, or to select a common range from a drop-down list.

Time Interval Range

Allows you to specify the beginning and end of the time range for the report.

Days of Week

Allows you to limit the report to one or more days of the week.

Chart Display

Allows you to determine when charts should be included with a report; select one of the following from a drop-down list: Always Show, Show When > 1 Row, or Always Hide.

UCCX Resources

Allows you to limit the report by one or more UCCX resources.

Group Membership

Allows you to limit the report to one or more Uptivity groups.

Group Rollup

Allows you to choose one of the following options from a drop-down list:

Group Hierarchy — Includes data from group members and its subgroups in group totals (rolling up)

Direct Group Members Only — Includes data only from members of a group; sub-groups are not rolled up and counted in group totals

Group Membership Type

Allows you to choose one of the following options from a drop-down list: All Group Members or Primary Group Members Only.

Agents

Allows you to limit the report to one or more agents.

Data Aggregation

Accepts the following values: Totals or Daily Average.

Queues

Allows you to limit the report to one or more UCCX queues.

Queue Assignments

Allows you to specify a subset of queues, based on the mapping of queues to teams and agents in UCCX, then further limit by how agents are grouped in Uptivity. Select one of the following options: All Queues, My Queues, or My Group’s Queues.

Agent State Type

Allows you to limit the report based on one or more agent states.