Reporting .. RP

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) 10-12.x and Enterprise (UCCE) 9-12.x (incl. Packaged UCCE).

RP .. General

RP .. General

A reporting project starts with a 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 your 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. Don't devote extra hours to repetitive modifying of your existing reports in MS Excel, instead focus on what matters.

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. 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.

Don’t Know Where to Start?  

Efficiently prepared reports by professionals that know the contact center’s underlying databases and terminology and common business requirements. 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.

Various Data Sources in One Report  

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. We can build historical and real-time reports that can mix data from various data sources.

Platform of Your Choice  

You select the reporting platform - Cisco Unified Intelligence Center (CUIC), MS SQL Reporting Services, and Crystal Reports. Our reporting specialists are ready to build custom reports on the platform of your choice. 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.