Comstice Historical Dashboards for Cisco UCCE and UCCX

February 05, 2019 in Wallboard
Comstice Historical Dashboards for Cisco UCCE and UCCX

Surveys suggest that team leaders still do a lot of manual processing to meaningful data from contact center reports. Comstice Historical Dashboards help managers to visualize the long term data for better comparison, analysis and forecasting.

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  • Heatmaps

    Heatmaps

    Heatmap shows a particular indicator for the last 10-12 weeks. User can selector deselect the weeks. Based on the selection, heatmap shows the averagevalue of the indicator for the hours of each day in the week. Addingthresholds into this data visually shows the specific hours of the day wherethe operation is consistently falling short in the recent weeks;

    Calls Answered %

    Comstice Wallboard Widgets for Cisco UCCX

    Calls Answered %

    Calls Abandoned %

    Service Level %

    FTE Count

    Avg Wait Time

    Avg Handle Time

    Agent Occupancy %

    Agent Efficiency %

    Max. Wait Time

    Max. Handle Time

    Repetitive Calls

    Calls received, answered, abandoned

  • Weekly, Monthly, Quarterly

    Weekly, Monthly, Quarterly

    There are bar charts available for weekly, monthly and quarterly data to visualise any pattern available or any peaks. Using the drilldown feature you, can go into the details of the particular time period to further analyse the data;

    Call Received, Answered, Abandoned

    Comstice Wallboard Widgets for Cisco UCCX

    This widget displays monthly received, answered and abandoned calls.

    Calls Answered %

    Calls Abandoned %

    Service Level %

    FTE Count

    Avg Wait Time

    Avg Handle Time

    Agent Occupancy %

    Agent Efficiency %

    Max. Wait Time

    Max. Handle Time

  • Year on Year (YoY)

    Year on Year (YoY)

    Comstice Wallboard can present third party data along with Cisco real-time daily historical data.
    Third party data such as ServiceNow, SalesForce, ZenDesk and similar ticketing systems can be presented as widgets.

    Comstice Wallboard Widgets for Cisco UCCX

    Calls Answered %

    Calls Abandoned %

    Service Level %

    FTE Count

    Avg Wait Time

    Avg Handle Time

    Agent Occupancy %

    Agent Efficiency %

    Max. Wait Time

    Max. Handle Time

    Repetitive Calls

    Calls received, answered, abandoned

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