Limitations of Cisco’s UCCX Reporting

In Variphy’s new release version 12.0, comes expanded functionality to provide reporting capabilities for Cisco Unified Contact Center (UCCX). One may ask, “why focus on the new data”? Well, it’s simple. First, To provide extra view into a data set that Variphy has lacked in the past. Having a standalone CCX reporting application is common. However, that does not capture what is happening outside of the contact center. Or, to the contrary it is common to have a CDR application that doesn’t have the capability of seeing what is going on inside the contact center. Second, To avoid the limitations of Cisco’s UCCX Reporting. Having even more data for multiple environments within a single pane of glass is Variphy’s objective. Being able to report on both Contact Service Queue (CSQ) or Agent based information is equally as important to a call center supervisor as seeing Call Detail Record (CDR) for non-call center managers.

If you are already familiar with UCCX, then you should know that Cisco does, in fact, provide their own reporting tool called Cisco Unified Intelligence Center (CUIC). While this does provide pretty basic reporting in various architectures, there are some limitations to consider before fully relying on the reporting package.

Limitations:

Deployment Model

  1. Co-Resident with the UCCX Server – No way to customize reporting capabilities. Reliant on the canned reports that are supplied by CUIC with very little capability of formatting.
  2. Dedicated Virtual Server for CUIC – Gives you the ability to produce custom reports. However, one must know SQL in order to develop reports that span across multiple data types, which capture live & historical reporting together. This becomes very cumbersome and is very time consuming.

Report Data Row Limitations

Real time UCCX data is limited to 3000 rows of information within CUIC, whereas historical records are limited to 8000 records. Depending on the size of the call center and how far back you are looking to report on data, this may not query all the calls you’d be expecting to see.

Solution – Variphy’s UCCX Reporting

To avoid the limitations of CUIC, one would be forced to seek a third party reporting platform, such as Variphy. Variphy now has UCCX Analytics which makes it easier for the end user to report on Agent and Queue based information out of the CCX database. Being able to do this without any such data size limitations or difficult SQL queries marks the main reason to why Variphy has developed solutions for CCX.

Just like Variphy’s CDR and Call Analytics reporting, all UCCX reports are highly customized and dynamic. This allows you to specify what Agents and CSQs the report is going to include, as well as what details and statistics should appear. Variphy provides the ability to generate reports on-demand or on a scheduled basis in multiple output formats. Allowed formats include PDF, XLSX, CSV, & HTML. All without facing the limitations of Cisco’s UCCX reporting tool, CUIC!

With the ability to bake multiple types of CCX data into a single report, Variphy makes creating and consuming the data much easier. Variphy gives the ability to do the following:

  • Include grouping summary stats for searched Agents or CSQ’s
  • Show desired productivity statistics, call counts, and talk times for the desired time period
  • Identify specific State changes made by specified agents and it’s corresponding state duration
  • Provide ability to filter and see specific call details for CCX handled calls
Facing Limitations of Cisco's CCX Reporting? Shown here is an example of a customized Agent Summary Report produced by Variphy.
Customized Agent Summary report produced by Variphy
Facing Limitations of Cisco's CCX Reporting? Shown here is an example of a customized CSQ Summary Report produced by Variphy.
Customized CSQ Summary report produced by Variphy
Facing Limitations of Cisco's CCX Reporting? Shown here is Customized Call Details contained within any Agent or CSQ based report produced by Variphy.
Customized Call Details contained within any Agent or CSQ based report produced by Variphy

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