Cisco UCCE Reporting and Analytics
On-Premises Cisco UCCE and CVP Reporting with Drilldowns, Scorecards, Reskilling and more
Cisco UCCE / PCCE Missing Reports
There are quite a few reports which are not available out of the box in Cisco UCCE stock reports. It is not possible to report the individual call with callerID and all other details.
Comstice Quartz offers Call Tracker, Transfer and Conference Calls, lists calls per Call Variable values and provides Wrap-up Summary report. You can also drill down from Wrap-up summary to wrap-up detail and list the individual calls and analyze each call leg.
Cisco UCCE Customer Journey Maps
Visualise Contact Flows and Call Legs
Using Cisco CVP and UCCE Reporting data and CUCM CDR, you can visualise the different stages of an individual call, get a report on each call leg and the overall outcome.
Comstice Quartz blends the data from Cisco UCCE TCD, RCD, CUCM CDR and CVP reports and offers a comprehensive reporting data for each call.
Repetitive Call Analysis
Up to 30% of the calls coming into call centers are repetitive calls; same caller making multiple calls, probably for the same issue. By monitoring and analyzing these calls, companies can identify the reasons behind those calls and take the necessary actions to reduce repeat calls into the customer service.
You can find the caller ID of these calls, list each call they have made and analyze individual calls by listing each call leg. You can also create customer journey map of each call to understand the steps caller has followed on each call.
Re-Skilling Cisco UCCE Agents
Cisco UCCE and PCCE supervisors can update agent skills, add one or more skills to an agent, add one or more agents to a skill with competency levels using Comstice Quartz web portal. They will be restricted to the teams they are managing.
Multi-tenancy in Cisco UCCE and CVP Reporting
Per-user access permissions for UCCE and CVP Reporting
Comstice Quartz can access multiple UCCE instances and report a granular data set from different instances.
You can also separate the single UCCE/ICM instance into different workgroups and isolate the data set and user access.
Using the "Access Profile" feature, you can define which Agents, Skill Groups, Call Types and Precision Queues each user is permitted to report.
Report Designer and Scorecards
Design visual reports and schedule the report for automated creation and delivery
Comstice Quartz offers Report Designer feature to create visual reports to make data more meaningful and automated. Designed reports are scheduled and the generated reports will be sent to the recipients as an email weblink.
You can create and schedule reports for the team leaders, executives and even individual agents. You can download sample scorecards below;
Download sample scorecards below;
Learn more about Cisco Contact Center Suite by Comstice
Daily Actionable Insights by Email
Set your team and queue thresholds and receive daily emails about the performance
You can set performance thresholds based on your strategic goals and get daily actionable insights as an email about the agents performing below the defined thresholds as well as the insights about your team queues.
You can then drill down to the agents and the queues exceeded the threshold and analyze further quickly. Learn more.
| Features | Generic Reporting Tools | Comstice Quartz Reporting and Analytics |
|---|---|---|
| Out of the Box 30+ Stock Reports | No | Yes |
| Daily Actionable Insights | No | Yes Learn more |
| Repetitive Calls Analysis | No | Yes Learn more |
| Customer Patience Analysis | No | Yes Learn more |
| Agent Efficiency and Occupancy Analysis | No | Yes Learn more |
| Call Result / Wrap-Up Analysis | No | Yes |
| Unlimited Concurrent Sessions | No | Yes |
| Shift Scheduler | No | Yes Learn more |
| Team Calendar | No | Yes Learn more |
| Agent Reporting and WFM Mobile App | No | Yes Learn more |
| 24-Hr Deployment and Go-Live | No | Yes Request On-Site Trial |
FAQ
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What is the license model for Comstice Quartz?
Quartz is built on a reported (named) agents license model. There is no restriction on number of concurrent users accessing the data. Agents and other business stakeholders can access and view the permitted data.
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Do I need additional licenses on Cisco UCCE to use Comstice Quartz?
No additional licenses needed. All the services will be provided as part of the solution.
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Is Quartz a CUIC replacement or can we use them at the same time?
Quartz is an alternative to Cisco CUIC, however it does not depend on CUIC. You can use both at the same time, although you can shut down CUIC and Quartz will still work.
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Can we create our own reports for Cisco UCCE?
You can create new reports by editing or merging Cisco stock reports, create chart-based reports, insert third party data into a report, build a score card using Quartz Report Designer.
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How can I migrate my existing reports from another vendor?
Comstice Professional Services can help you to migrate your data from Excel or another DB into Quartz so you can compare the indicators over the years even though the data comes from different vendors.
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Why should I use Quartz instead of Tableau?
Quartz is specifically designed for managing and visualising customer experience. It has built-in contact center reports, charts and dashboards as well as other contact center features such as agent functionality, forecasting, resource management, time-off management out of the box.
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Does Comstice Quartz offer a data warehousing feature?
Quartz can offer data warehousing, so that your historical data is retained, even after your call center database is purged.
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Can I control the level of access that my team members and supervisors have?
Yes, you can. It is possible to create profiles to access agent-specific and call volume information.
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Can I plan, allocate and monitor backoffice tasks using this system?
Yes, you can, via our Task Manager capability. It is quite comprehensive and lets you to document, report and forecast backoffice tasks with reporting.
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Can I change agent skills / settings?
You can assign skills to agents, agents to a skill group as well as precision queue attributes to agents.
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How long does it take to train an agent or supervisor on Quartz?
Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.
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How easy is it to send a report to a stakeholder who is not set up as an agent?
You can create a report and share the permanent link, or schedule the report and they will receive it as a weblink via email once the report is generated. Past reports can be accessed from their Quartz accounts.