Cisco UCCX Reporting and Analytics
Visualise and Automate UCCX Reporting
with Comstice Quartz
Click here for Cisco Finesse Webphone Gadget; softphone inside the web browser.
Comstice Quartz Reporting Features
Eliminate the limitations Cisco CUIC reports with Comstice Quartz and minimize the time spent for accessing meaningful data.
Comstice Extend will record every single contact center and telephony activity into its own database with timestamps and other relevant information. Businesses can use business intelligence and data visualisation tools to create reports based on their business needs.Learn more.
Visual Report Designer
Captured data is not fully structured or summarised; it includes all the available details of the contact center, telephony and device activity. Businesses are not limited to vendor's database schema; they can create their own data structure using Comstice Extend raw data.Learn more.
Combine CUCM and UCCX Data
Comstice Quartz captures Cisco CUCM CDR reports and can combine them with the UCCX reports for more information such as who hung up the call.
Agent Re-Skilling
Cisco UCCX Agent Re-skilling is available with Comstice Quartz and supervisors can reskill the agents manually. It is also possible to automate agent re-skilling by setting certan rules based on real-time and daily stats.
Repeat Calls Analysis
Comstice Extend will record every single contact center and telephony activity into its own database with timestamps and other relevant information. Businesses can use business intelligence and data visualisation tools to create reports based on their business needs.Learn more.
Threshold-based daily alerts
Captured data is not fully structured or summarised; it includes all the available details of the contact center, telephony and device activity. Businesses are not limited to vendor's database schema; they can create their own data structure using Comstice Extend raw data.Learn more.
All the data will be written real-time and any report can capture the latest data even before the call is complete. This also helps to visualise the individual calls in queue, in IVR self-service level or currently handled by the agents with full caller ID details.Learn more.
Working with the unstructured data gives BI experts an opportunity create multi-domensional reports with more relational insights.Learn more.
Why Comstice Quartz Reporting and Analytics
Minimum Time for Reports
No software or plugins need to be installed on agent PCs. Both agent and telephony features are browser-based.
Generate More Leads
Comstice Webphone offers a secure communication over the public Internet; the audio is sent as secure RTP (sRTP) and the signaling is communicated via HTTPS.
Store Data Indefinitely
Low-cost, low maintenance Chromebook PCs can be used by Cisco Finesse agents with no installation required. Click here to learn more
User-Based Permissions
Comstice Webphone solution runs on your network or your private cloud service. Your customer data is secure and protected by your cyber security policies and tools.You can also run the solution in the cloud, if preferred
Automated Reports for Stakeholders
No software or plugins need to be installed on agent PCs. Both agent and telephony features are browser-based.
Heatmaps for Resource Planning
Comstice Webphone offers a secure communication over the public Internet; the audio is sent as secure RTP (sRTP) and the signaling is communicated via HTTPS.
Increase Service Efficiency
Low-cost, low maintenance Chromebook PCs can be used by Cisco Finesse agents with no installation required. Click here to learn more
Visual Reports by Email
Comstice Webphone solution runs on your network or your private cloud service. Your customer data is secure and protected by your cyber security policies and tools.You can also run the solution in the cloud, if preferred
Comstice Quartz for Cisco UCCX is compatible with any Cisco UCCX version 11 or above
Customer Journey Maps
Visualise contact flows from multiple channels for the same customer
Information can be presented in real time to your agent, to give them the latest view of the individual customer’s journey history.
Key journeys, such as renewals, can also be mapped to identify areas for improvement - especially relevant in an omni-channel context. Learn morea>
| Features | Generic Reporting Tools | Cisco CUIC | Comstice Quartz |
|---|---|---|---|
| Out of the Box 30+ Stock Reports | No | Yes | Yes |
| Threshold-based Daily Actionable Insights by Email | No | No | Yes Learn more |
| On-Premises for Maximum Privacy | No | Yes | Yes |
| Combining Cisco CUCM CDR with UCCX data | Yes | No | Yes |
| User-Level Permissions | Yes | No | Yes |
| Unlimited Concurrent Users | No | Yes | Yes |
| Agent Reskilling for supervisors | No | No | Yes |
| Storing UCCX and CUCM data indefinitely | No | No | Yes |
| Repetitive Calls Analysis | Yes | No | Yes Learn more |
| Customer Patience Analysis | Yes | No | Yes Learn more |
| Agent Efficiency and Occupancy Analysis | Yes | No | Yes Learn more |
| Call Result / Wrap-Up Analysis | Yes | No | Yes |
| Report designer for visual scorecards | Yes | No | Yes Learn more |
Faster Data Visualisation
Historical Dashboards
Comstice Quartz offers Heatmaps, Drilldowns (monthly / weekly / daily / hourly) and Year-On-Year data for a better visibility in the performance.
Comstice Quartz ensures that these long-term charts generate quickly by optimizing the data. Visual reports can be built and shared easily with our report designer feature.
Click here to find out more about our Comstice Quartz multi-vendor contact center solution.
Analytics and Forecasting
Eliminate the Noise in your Forecasts
Our visual forecaster feature helps you to blend data from the past few years, filter unusual intervals such as holidays or technical faults, then forecast for each week, days of the week and intra-day. It also provides percentage distribution of the call volumes during the day for every 30mins.
Our AI-based time-series forecasting feature lets you estimate your resources automatically.
Reskilling and Resource Management
Smart Resource Management
Quartz Resource Management builds and updates shift schedules in real-time, based on agent availability and preferences, to meet forecast demand.
The Quartz mobile app lets agents access shift details, update their availability and preferences and review their personal performance against your key indicators.
Stock Reports
Cisco and Comstice Stock Reports
Comstice Quartz offers access to Cisco UCCX stock reports as well as Comstice Stock reports created for Cisco UCCX with industry best practice.
Comstice Quartz also helps to create custom reports, add third party data to the reports, schedule the reports to run periodically and to be delivered to the list of recipients as a web link on an email.
Re-Skilling Cisco UCCX Agents
Cisco UCCX supervisors can access the skill settings of the agents of their teams, add new skills to the agents, add new agents to a skill without any administrator access required.
Learn more about Cisco Contact Center Suite by Comstice
Comstice Wallboard
Presenting Real-time and Historical Data Easy to create, share and update dashboards.
Multiple Channels Access real-time data from web, mobile and desktop ticker
Get Notified with Thresholds SMS, email and mobile notifications when thresholds are reached.
Learn more about Cisco Contact Center Suite by Comstice
FAQ
-
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.
-
Do I need additional Cisco licenses to use Comstice Quartz?
No additional licenses needed. All the services will be provided as part of the solution.
-
Can we create our own reports?
You can create your own reports using existing Cisco Stock reports, Comstice stock reports, merge reports, add third party data into the reports and create charts from the reports.
-
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.
-
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.
-
Does Comstice Quartz offer a data warehousing feature?
Quartz offers data warehousing, so that your historical data is retained, even after your call center database is purged.
-
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.
-
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 as well.
-
Can I change agent skills / settings?
Yes, you can, if you are using Cisco or Amazon Connect contact centers.
-
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.
-
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.