Extending Contact Center Reporting

Now you can report on the details of every contact across all channels from a single interface, regardless of the resources involved. An advanced reporting platform that is as flexible as it is intuitive, Cisco Unified Intelligence Suite provides:

• A state-of-the-art, open reporting platform
• A secure 360-degreee view of the contact center
• The ability to drill into individual contact details at any level

Built on a robust and extensible interactive web framework, Cisco Unified Intelligence Suite allows you to extend the boundaries of traditional contact center reporting to an information portal where data can be easily integrated from virtually any source and shared throughout your organization.

Some of the key features include:

• Thin client architecture requiring no installation on individual PCs
• Real-time and historical reports and dashboards with flexible presentation options, including interactive grids, graphs, charts, gauges, XSL Transformations (XSLT), and published Really Simple Syndication (RSS) feeds
• User-defined access control for reports, dashboards, and individual rows of data
• Integration of third-party data (automatic call distributor [ACD], workforce management, quality management, Internet, etc.)