Cisco UCCX Reporting and Analytics
Cisco CUIC Alternative for UCCX with
Comstice Reports, Shift Scheduler, Reskilling and more
Visualise Contact Flows
Walk in Your Customer's Shoes
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.
Faster Data Visualisation
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.
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.
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.
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.
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.