Cisco UCCE and PCCE Wallboard

Real-time and Historical Data Visualisation for Cisco UCCE
Contact Centers

or
Cisco UCCE Wallboard

Learn more about Cisco UCCE Reporting and Analytics with Comstice Quartz to see how we help Cisco UCCE contact centers for better contact center reporting and analytics.

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Easy to Create Boards

Create Your Own Dashboards

Comstice Wallboard empowers business stakeholders so that they can create, share and update dashboards without any help from IT.


They can create their own dashboards using the built-in performance indicators, filter based on the agents, queues and the skills preferences. They can also lock the settings and share the dashboards with the team members and executives.

Check out key performance indicators for Cisco UCCE and sample dashboards

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Notifications

Visual, Audio and Mobile Alerts

Comstice Wallboard has visual, audio, SMS and mobile notification type of alerts when certain thresholds are reached.

Team leaders can also create team messages to broadcast some notifications in the wallboard for different audience.

Learn more about Cisco UCCE Reporting and Analytics with Comstice Quartz to see how we help Cisco UCCE contact centers for better contact center reporting and analytics.

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Real-Time Adherence

Forecast vs Real-Time Traffic

Team leaders can upload the call volume and average handle time forecasts for the calltypes and precision queues, so they can monitor real-time adherence in the wallboard.

This helps team leaders to monitor the agent supply vs the customer service demand and take necessary actions during the day.

Contact Center Forecasts

Cherry-Pick Calls From Q

Monitor and manually route individual calls in Queue

Comstice Wallboard integrates with Cisco CVP and monitors individual calls in the queue with caller ID, called number, queue name and flags. This feature is available in Comstice Wallboard as well as Comstice Desktop Agent for Cisco Finesse.

Supervisors can route a particular call to an agent or to another destination. Agents can monitor and route the calls to themselves.

Learn more about Cisco UCCE Reporting and Analytics with Comstice Quartz to see how we help Cisco UCCE contact centers for better contact center reporting and analytics.

Contact Center Forecasts

Desktop ticker App

Click and Run Desktop App

Comstice Wallboard Ticker app is a click an run application that shows selected performance indicators. You can filter calltypes or precision queues and monitor the selected parameters. It doesn't require any installation.

Once launched, it stays on top of any active window on your PC, therefore helps agents to monitor the queue even though when they are working remotely. You can download the Wallboard Ticker from below;

Contact Center Forecasts
Download From AppStore
Download From Google Play

Wallboard Mobile App

Monitor Contact Center Anywhere, Anytime

Wallboard mobile app can be used from agents to executives. It helps to monitor call volumes, real-time queue information and agent states. It only updates the data when it is active on phone screen.

Each user is associated with a security profile so that they can only see the information about the agents and the queues they are permitted.

FAQ

Amazon Connect Sample Report
  • What is the license model for Cisco UCCE Wallboard by Comstice?

    Cisco UCCE Wallboard by Comstice is licensed based on the number of reported (named) agents. There is no limit on number of concurrent users accessing the data.

  • Do I need additional licenses on Cisco UCCE?

    No additional Cisco licenses needed.

  • Can we create our own Cisco or third party widgets on Cisco UCCE Wallboard by Comstice?

    Yes. You can do that in the premium version by using RESTFul APIs from third party applications.

  • Which features are part of the premium version?

    Ability to add third party widgets, wallboard ticker, wallboard mobile app, cherry-picking the calls from the queue, configuration provisioning and reskilling, historical dashboards are part of the premium version.

  • Why should I use Comstice Wallboard instead of generic BI tools?

    Comstice Wallboard is specifically designed for managing and visualising customer experience. It has built-in key performance indicators as widgets, as well as other contact center features out of the box.

  • Does Comstice Wallboard store any data?

    Comstice Wallboard only stores data in the premium version for the historical dashboards. It stores and presents the data from Wallboard's local database for faster execution.

  • Can we 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.

  • Can I change agent skills / settings?

    Yes, you can in the premium version.

  • How long does it take to train an agent or supervisor on Wallboard features?

    Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.

  • How easy is it to send a report to a stakeholder who is not set up as an agent?

    Any active directory user can login to Comstice Wallboard and create dashboard based on their permissions. You can create a dashboard and share the permanent link. You can lock the filters so the recipients can only see the data with your filters.

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