Benefits of VPI PERFORMANCE Reporting for Cisco UCC Express
VPI, a dedicated Cisco Solution Developer Partner, has fully integrated its award-winning VPI PERFORMANCE Cisco call reporting and performance management software with Cisco’s UCC Express (UCCX) platform (versions 5.x, 6.x, 7.x and 8.x). VPI PERFORMANCE Cisco Call Manager Reporting consolidates and presents real-time information to empower contact center managers, supervisors and agents in several integrated ways to help them make better, quicker decisions with actionable, targeted performance and business intelligence. Included are 20 Cisco UCCX reports, over UCCX 50 metrics for use in customizable scorecards and tickers, and a messaging and alerting capability.
This functionality supplements the UCCX platform greatly and has been a valuable asset to Cisco UCCX customers in achieving their contact center goals.
What VPI PERFORMANCE Offers Beyond Standard UCCX Reporting Capabilities
Gather Performance Information from Additional Contact Center Systems — VPI Performance can bring in meaningful data and metrics from other sources – including other business systems (CRM, ERP, WFM, etc.) and other VPI modules (Quality, Coaching) and in a timely and relevant manner for each user – to UCC Express to get a fully consolidated view of the contact center.
Create Custom Metrics based on UCCX and Other Contact Center Data to Meet Business Objectives, then report on those metrics displayed in a wide variety of formats including Web dashboard charts, scorecards and desktop tickers. No need to rely on raw UCCX data alone.
Presents Information Instantly in Real-time — no need to rely on IT or reporting analysts to pull together information, by downloading it, adding to Excel, and preparing for management.
No Limitation on the Amount of Data Collected or How Long it is — managers can do true historical reporting, giving them insight into trending over time, or simply giving them the option to pull reports on older data.
Easily Report Across Multiple Teams Across Multiple Queues, Multiple Locations and Even Multiple UCC Express Systems — Managers get a single, holistic and enterprise-wide view of their contact center operations.
Off-loads the Burden on the UCCX Server — all reporting is performed within VPI Performance.
Create Flexible Grouping Structures to Report on Groups and Teams in any Manner that Makes Most Sense to the Business — managers are not to seeing reports by a single queue only. For example, most contact centers will have a team of agents that handle calls from multiple queues. VPI reports give managers a true view into an individual agent’s performance.
Reports Present a Historically Accurate Representation of an Agent’s Group Assignment — team data is retained as agents are moved to different teams.
Web Browser-based Interface has a Minimal Desktop Footprint
All Group and Agent Information can be Controlled and Dispersed Based on User Profiles and Permissions — this type of reporting flexibility is extremely powerful to customers.
Ability to Deliver Targeted Alerts, Notifications and Optional E-Coaching Assignments based on Performance Thresholds to promptly correct performance gaps.
VPI is a Proud Member of the following Cisco Programs:
Solution Developer Level - Cisco Developer Network (CDN) Program