UCCX FAQ

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Are there 3rd party options for UCCX live reporting??

Yes, one example would be Live Stats (Datasheet)

Software that integrates to your UCCX to provide a visual representation of the live status of your system.
Provides for example:

  • Received calls per queue
  • Abandoned calls per queue
  • Answered calls per queue
  • Calls on hold per queue
  • Level of service per queue
  • Agent info (ready, talking, log out, etc.)

Another option is

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Are there 3rd party options to help me with reporting??

Yes, for example Dynamic Reports (Datasheet)

  • Helps you with creating statistics and charts from your contact center, without any intermediate apps.
  • You can get an overview of the efectiveness of your agents and their performance.
  • Several built-in reports.

Another option is

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Are there any 3rd party apps to help me create the surveys after the calls??

Yes, see here Survey Manager (Datasheet)

  • Allows you to easily create a survey to be answered after the agent handled the call.
  • Allows you to configure alerts based on the survey answers.
  • Can generate reports based on the surverys.

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What options do I have for 3rd party recording SW??

I'll be listing all the ones I know, in the meantime, I'll start with

Quality Control (Datasheet)

  • Allows you to record the agent calls with the help of Cisco Mediasense.
  • Allows you to analyze and filter the recordings based on different criteria.
  • Proactively enables you to adjust the quality of the service provided, and the training required by your agents.
  • Helps in enabling recording compliance, in case it's required.
  • Recordings can be stored indefinitely, given sufficient disk space.

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Is there any 3rd party option to assist with campaign management??

You can look at this 3rd party option

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How can I whisper an announcement to my agents??

You can use this 3rd party option

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Any comments, questions, suggestions, contributions, etc. please send them to javalenc@cisco.com. Please make sure the subject is formatted "UC FAQ <anything else>" as I'll have rules in my mail to match them, otherwise, they'll end up in my spam folder.

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