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Analytics and Reporting for

Cisco UC

UC Analytics

Cisco UC Reporting

Real-Time Wall Boards

Simply create the user interface the way you want it. You choose

how many charts to display, the chart types, where they are

positioned and even resize them. Once you’re happy save the layout

for future use, save as many variants as you require, then simply

load up the one required for your current wall board need.

UC Analytics monitors and reports on a cross section of the Cisco UC stack:

CUCM and CME, Cisco Telepresence, Cisco Presence and Jabber. Delivering

the traditional CDR reporting and more current requirements including CMR

(QoS), Hunt Groups, Conference usage, IM and real-time Presence /

Availability Status. Cisco Telepresence MD800 series - audio/video codecs,

originator/destination resolution and packets transferred.

Inbound Call Handling Filtered chart displaying ring time

grouped into times periods of

within 10 seconds, 11-20 secs, 21-30

secs, 31-60 secs and over 60

seconds. Bar chart can show

answered, missed or a stacked

combination of both and a full

report of call handling time can be

generated with single click

reporting from the chart.

Agent Status Real time chart which can be

filtered to display specific agent’s

details. It displays the agent’s

current presence status. Full

agent reports can be generated

directly from the chart with a

single click which displays details

including login / logout time and

duration on the various statuses.

Call Statistics This chart shows a stacked graph

displaying Inbound, Outbound

and Internal call volumes which

can be selected or deselected.

Filters can be applied on

employee, extension, department

or gateway. Full reports can be

generated directly from the chart.

Inbound Call Summary A table that can be filtered to

show Agents, Hunt Groups or

Departments. Displays Total

Calls, Missed Calls, Ave. Ring

Time, Peak Ring Time, Ave.

Duration and Peak Duration.

Drill down detailed reports can

be generated with a single click

directly from the charts.

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Presence Details and Summary Reports

The combination of Presence Wall Boards and Standard Reports gives

visibility of agent time on Presence statuses during the day including

login and logout times, duration online, total time on calls and total

calls.

- Filters on Hunt Pilots, Users and Hunt pilots groups

- Monitor Active Calls;

- Monitor which agents are online, offline, on call, busy

- Inbound summary monitor for hunt pilots

- Agent Presence status

- Call Statistics- Averages

Cisco Presence

Cisco IM and Presence enhances the value of Cisco Unified Communications and

Collaboration systems. The main Presence component is the Cisco IM and

Presence Service used for collecting information on a user's availability status and

communications capabilities. The availability status indicates whether or not they

are actively using a particular communications device such as a phone, Cisco

Unified Communicator or Cisco Jabber. The capabilities indicate the types of

communication medium that they can use, such as video conferencing, web

collaboration, instant messaging, or basic audio.

Tailor Make Your Reports

Sort and Summary

Reports can be sorted and grouped by up to 3 levels such as Date,

Department then Employee. Summary reports can have a further

‘top’ filter applied such as cost, duration or call volume.

Filters

Any number of filters can be applied to reports including date, time,

call duration, ring time, cost, call direction, call type (Voice, Video,

IM), conference calls, missed calls, transferred calls, dialled numbers,

CLI, destination type, gateways, data sources and more.

Organisational filters can also be applied such as employee,

extension, department and response group.

Chart Options

Most reports have the option to include or exclude charts. Charts can

be either bar, pie, line or stacked in the case of dual details being

displayed on the Y-Axis. Details displayed on the Y-Axis can also be

selected dependant on report type.