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Measuring Cisco Collaboration User Adoption

Here’s a scenario: you’ve migrated off your legacy PBX to a Cisco Unified Communications (UC)/Collaboration solution and trained users on the features of their new Cisco IP phone. How will you know if user adoption has been successful? Reporting on your new calling environment will help you determine how well your users are utilizing their new phones, or if they need more training.

Your organization undoubtedly chose to implement UC for many reasons – easier manageability, toll and other cost savings, as well as enhanced features beyond dial tone that truly improve how users communicate and collaborate. With all the features users need to learn, measuring user adoption is essential. The right call reporting solution will help you identify issues like which users are still dialing “9011…” instead of the internal DN to reach their colleagues in Europe. You’ll also see who only uses their desk phone and lets their mobile client and soft-phones collect dust and consume licenses or let features like video go unused.

Making Sense of Your Calling Platform Data

Gathering and making sense of all this data, whether per user, department, or company-wide, isn’t really daunting.

First, you need the Call Detail Record data (CDR) from Cisco Unified Communications Manager (CUCM). If you’re not already collecting and storing it, it’s a good idea to start.

Second, unless you love manually harvesting many thousands (if not millions) of CSV rows in Excel with your own macros and formulas, you’ll need a reliable CDR reporting solution that will help you build reports quickly and provide data with the level of granularity you need.

Variphy is a powerful, easy-to-use call analytics solution that helps you identify which users should be trained on how to dial international users and how much the user base has adopted enhanced features like call park, meet-me, and video. With data on issues like unused phones and soft clients, you can even save on utilization costs.