Cisco PCCE can collect the individual agent state changes for only a maximum of 100 agents. If you have more than 100 agents at Cisco PCCE, CUIC Agent State Trace report does not include all the agents in your PCCE system, therefore it is not possible to see the historical data about the state changes, agent occupancy, not ready reason codes for all your agents. Comstice can help to resolve this and collect Agent State Trace for all your agents in Cisco PCCE. If you are using Comstice Wallboard, there is no need to enable Agent State Trace in Cisco PCCE.
You can run the following reports with Comstice Quartz Reporting and Analytics platform for monitoring and reporting PCCE agent state changes;
- - Agent State Trace,
- - Agent Not Ready Reason Code Analysis,
- - Agent Occupancy and Efficiency Analysis,
- - Team Scorecards: State Distribution Analysis,
- - Agent Scorecards: State Distribution and Break Duration widgets,
So, how can you capture this missing information? We offer two options;
Option 1: Monitoring Cisco PCCE PG CTISvr Events
Cisco PCCE PG has CTISvr service which manages all the call and agent events in real-time. Comstice Quartz Reporting Server can have a socket connection to your PCCE PG CTISvr and monitor both agent state and call connection events and store them in its PostgreSQL database.
This information is stored in the format of the Agent State Trace report so all the missing information will be available for all your agents.
Option 2: Monitoring Cisco PCCE Finesse XMPP Events
Cisco PCCE shares all the real-time call and agent events with Cisco Finesse Servers via XMPP. Comstice Quartz Reporting Solution can monitor XMPP events and store agent state change events in its PostgreSQL database.
This information is stored in the format of Agent State Trace report so all the missing information will be available for all your agents.
Comstice Quartz Reporting and Analytics solution is an easy to deploy, on-premises reporting and analytics platform for Cisco UCCE and PCCE. It offers all the missing reports for UCCE/PCCE as well as WFM/WFO, Agent Reskilling, Team and Agent Scorecards, drilldowns and many other productivity tools. Contact us for a trial on your UCCE/PCCE setup.
Conclusion
There are many features missing in the out of the box reporting for call centers. Comstice Reporting and Analytics solution offers all the missing reports, scorecards, dashboards and drilldowns you are looking for. It also offers a Workforce Optimization Module with built-in