Report Calls Ended by Agent First in Cisco UCCE UCCX
When your Customer Service agent ends the call first, it is usually not a good customer experience. Organizations want to stop this behavior, but struggle to source the reporting that shows where it’s occurring. Comstice Quartz Agent-Ended-Call reporting provides this insight that can’t be obtained from Cisco UCCE or UCCX reports, enabling organizations to easily improve CX through agent training.
Comstice Quartz Reporting and Analytics brings together key Cisco UCCX/UCCE reports and Cisco CUCM call logs to identify agents doing this regularly, enabling managers and team leaders to coach their agents to deliver better customer experience at the end of a call. By blending Cisco UCCX/UCCE reports and Cisco CUCM call logs, Comstice can mark each call ended by the agent and report it for action.
Identify Each Call Ended by Agent First:
The Comstice Quartz Reporting and Analytics solution creates cradle-to-grave reports for each call. With Agent-Ended-Call reports it is possible to search for a particular caller ID and check whether the call is terminated by the agent first. It's also possible to filter the agent hung-up calls per queue, per agent, and as an hourly chart.
Agent Performance Reports
Agent-Ended-Call reports can form part of Agent Performance Reporting, with daily, weekly and monthly reports by email about agent performance and the ability to monitor the number of calls ended by the agent first.
Real-Time Top 5 / 10 Agents Ended First
Comstice Quartz Agent-Ended-Call Reporting enables the monitoring of agents who ended the customer calls first by listing the highest number of calls ended by the agents. This updates real-time and helps managers and agents to take action immediately during the day.
Calls Ended by the Agent per Queue
Looking at the CSQ / skill group / call type / precision queue perspective enables regular reviews to identify if the causes of this behavior are queue-related.
Comstice Agent-Ended-Call reporting is a great example of how the Comstice Quartz Reporting and Analytics helps organisations to increase first contact resolution through visual reports, automated agent and team scorecards, real-time and end of day email/SMS alerts. Minimize the time spent creating and reviewing the reports and identify the peaks and resource issues quickly.
Visit our Comstice Quartz Reporting and Analytics product pages (UCCE | UCCX) for more information and feel free to contact Comstice for a demo to see how this solution makes a difference to your agents, teams and customers.