REPORTING ..

We Turn Data into Information

If the real-time and historical reports from the standard reporting packages that come with Cisco contact center do not meet your requirements, consider having custom reports build.

This service  is available for Cisco Unified Contact Center (UCCX) 7+ and Enterprise (UCCE) 7+ (incl. Packaged UCCE).

Summary

If reports from the standard reporting packages that come with Cisco contact centers do not meet your requirements, consider having custom reports created. The underlying technology does not matter since our specialists are able to create reports on almost any platform. This includes Cisco Unified Intelligence Center, older Cisco WebView, Microsoft SQL Reporting Services, and Crystal Reports.

Every project always starts with a very detailed analysis to make sure that our reporting specialists understand your requirements in detail and that we all use the same terminology. Based on the collected information, we will propose a set of custom reports that will turn raw data into information in its final form and structure. The next step is the selection of the platform to create the reports. If possible (and if the platform is able to handle your requirements without increasing licensing costs), we recommend sticking to the platform that you are working with and that already includes the other built-in reports that you use.

So, don't devote extra hours to repetitive daily modifying of your existing reports in MS Excel because additional calculations are needed or because the data are not structured in the form that you need. Talk to us, and our specialists will prepare reports that will save your time and let you focus on what really matters.

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Benefits
  • Custom reports about the contact center’s performance in a structure that meets your requirements. Work with reports that suit your needs from top to bottom, and from left to right. Remove the need to modify outputs in MS Excel. Get what you need right away
  • Efficiently prepared reports by professionals that know the contact center’s underlying databases and terminology and common business requirements
  • Historical and real-time reports that can mix data from various data sources
  • You select the reporting platform (Cisco Unified Intelligence Center, older Cisco WebView, MS SQL Reporting Services, Crystal Reports)
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Features

Don’t Know Where to Start? - is your contact center brand-new and you don’t know where to start or what to look for? We are ready to suggest a package of real-time as well as historical reports that are based on the goals you need to achieve. At the same time, our specialists and consultants will be available to help you with the necessary consultations.

Platform of Your Choice - our reporting specialists are ready to build custom reports on the platform of your choice. This might include the state of the art Cisco Unified Intelligence Center, but also the older Cisco WebView. If you are already comfortable working with MS SQL, our specialists are ready to fully leverage all of the benefits of this highly progressive Microsoft platform as well. The choice is yours, but we are always ready to help you decide which platform will best suit your particular situation.

Satisfaction Guaranteed - to make sure that our reporting specialists understand your requirements in detail and that we all use the same terminology, the project always starts with a very detailed analysis. It is the most important part of the project, and thus we apply a very personal approach to understanding where you are coming from and where you are heading. This means that we adjust to your calendar, communicate with you in the way that you prefer (Cisco WebEx conference, Cisco TelePresence meetings, face2face meetings, e-mail, or a combination of all), and most importantly, devote the time necessary to understand the specifics of your industry or organization.

Your Data, Your Calculations - you understand your business goals and the mission of your contact center. On the other hand, we understand the structure of the databases that are behind Cisco Unified Contact Centers (Express as well as Enterprise) and are ready to build custom reports about the contact center’s performance in a structure that will best suit your requirements. This can even include custom calculations that will not follow the “standard” Cisco approach towards some of the KPIs (Key Performance Indicators). For example, do you need the service level not to include calls that came after business hours, and at the same time, do you have different business hours for every skill group? The custom reports built by our specialists can handle such scenarios, and much more.

Go Company Wide - would you like to know the value of your agents? Start tracking agents’ conversations to actual sales. The nature of modern reporting tools allows our specialists to combine data from many sources and present them in a unified form within one report. Utilize our experience combining data from different contact center channels, IP telephony, ERP, and even service desk systems.

Part of Corporate Design - all of the custom built reports will correspond to your latest corporate design rules and also include the corporate logo if appropriate.

Access Reports from Anywhere - our customized reports are purely web-based, and thus can be displayed in 2Ring DASHBOARDS & WALLBOARDS (our solution for develiering real-time statistics) as well as in any web browser.

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