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Version: 1.1

Contact Center

This report contains the following pages:

Contact Center​

This report gives you a first overview about the whole Contact Center system at a glance.

You can easily see what is going on overall and it also contains the main slicer (filter) page.

Contact Center

Overview​

This report gives you an overview about a certain area within your Contact Center for a shorter period.

It can be used as the first page for specific users and contains the main slicer (filter) page.

Overview

Service Level Details​

This report helps you to investigate on the main drivers that affects your Service Level.

Service Level Details

Abandonements​

This report helps you to analyze your abandoned contacts and to find the reasons and areas where you could improve.

Abandonements

Originator & Recaller​

This report displays all your inbound contacts based on the customer’s phone number or email address. It gives you the possibility to see the history, treatment and KPIs by the originators and to investigate the Recaller Rate based on the reason for repeated calls.

Originator & Recaller

Agent States​

This report gives you an overview about your available agents, their occupancy and activities during the not ready stage.

Agent States

Agent Performance – Individuals​

This report gives you an overview about a single agent, including the inbound handling, some KPIs and the state durations during the login sessions. You can reach this report from the previous report with a right click on the agent list and selecting the drillthrough to this report.

Agent Performance – Individuals

Agent Performance – Overview​

This report compares some important Performance KPIs across your agents and can be used to highlight the tops and flops.

Agent Performance – Overview

Performance Grid​

Use this report to see the available measures in a tabular format including some groupings and conditional formatting.

Performance Grid

Data Model​

This report is included for documentation purposes and displays the available data model and especially how fact data is filtered through the available dimensions.

Data Model

Dimensions​

This Report can be used to verify the CCBI Dimension configuration and the assignments to the Cisco Dimensions "CallType" and "Agent".

Dimensions

If you select one of the CCBI Dimensions on top, data is filtered into the corresponding tables below.

If you select one of the "not assigned" Dimensions, you can find the objects where the mapping is missing within the database.

Focus: Use the slicer to select and verify the Service Level relevant objects

Team: Use the slicer to select Agents based on Teams. Notice that the agent to team assignment is done within the CCE system.