How To Get The Most From Cisco UCC Data Feeds
Cisco Unified Contact Center (UCC) is a robust IP-based call center management solution, but it needs a little help to be as effective as possible. Cisco reporting features are limited and a middleware solution provides agents and managers with the kind of real-time information needed to run an efficient contact center. A comprehensive system will include three kinds of outputs: manager dashboards, call center wallboards and agent desktop displays.
Manager Dashboards
Call center managers need to be able to see real-time data at a glance. This allows them to monitor and react to changing conditions in the contact center so the system is never overloaded or underutilized. These displays need to be customizable since the information and depth of detail needed will differ from manager to manager.
Cisco reporting features in UCC gather statistics from multiple sources and multiple locations. Manager dashboards can’t display all this data in any kind of meaningful form since there is just too information. Customizable dashboards allow managers to focus on just the relevant numbers. A supervisor wants to see how the local call center is doing, while a higher level manager might need to monitor contact centers all over the country or the world.
Call Center Wallboards
Contact centers have learned over the years that the more information agents have, the more efficiently they can do their jobs. Centralized electronic wallboards keep agents abreast of traffic levels and hold queue lengths as well as allowing managers to inform them of ongoing events. Wallboards range from simple and highly-visible LED displays to sophisticated and dynamic LCD screens that can display real-time video along with statistics.
UCC can be configured to provide real-time snapshots to wallboards. Managers can set the Cisco reporting update interval and the kind of information to be sent to the wallboard. The wallboard software will then take this information and insert it into the preconfigured display. In addition to the contact center, wallboards could be mounted in the break room so agents can be called back in an emergency.
Agent Desktop Displays
Displaying Cisco reporting information directly on the agents’ computer screens allows workers to keep their attention on the phone call, and makes it easy to provide information to agents who may not be in view of a wallboard. Agent displays are typically simpler than wallboards to avoid taking up valuable screen real estate. Agents keep an eye on call center trends while talking to a client, and then look at the wallboard for a more in-depth picture between calls.
Agent displays might be locked into a particular configuration, or agents might be allowed to tailor the settings to suit personal taste. Desktop display applications should be highly customizable so each agent can get the information needed and not be distracted by irrelevant data.
Take full advantage of the power of Cisco reporting by supplementing Cisco UCC with a middleware solution that creates meaningful and powerful data displays.
Leave a Comment