Real time Wallboards and Historical Dashboards
In today’s fast paced world of business, it is often necessary to have information delivered as near to real time as possible. With the wall boards and dashboards available with UC Analytics and UC Analytics + it is possible for users to view only relevant information which is customisable to their individual needs.
The dashboards available with UC Analytics give a snapshot view of usage either on the current day or from any previous date selected. For organisations using Skype for Business Response Groups the real time wall boards available with UC Analytic + present a cost effective alternative to full contact centre software with live calls information being displayed. These ensure call handling times are at an acceptable level and that resources are being used as efficiently as possible. Often the wallboards are displayed on a wall mounted monitor to give visibility to agents within the Response Groups.
The UC Analytics wallboards show trends in User Adoption, Call Quality, Capacity Planning, and Employee Productivity. Because of this diverse range it is possible for users outside of the IT department to easily view required information such as the sales manager viewing how many calls their team is making or the help desk manager ensuring calls are being handled in an acceptable time frame.
UC Analytics + is deployed in organisations using the basic contact centre functionality available with Skype for Business Response Groups and require real-time visibility of agent performance. Often full blown Contact Centre software is overkill so UC Analytics + offers a cost effective alternative. The wall boards are generated in separate web pages enabling each user to layout their screen according to their individual requirements. Pro-active management and allocation of Response Group agents can then take placeresulting in a reduction of call handling times ultimately increasing customer satisfaction.
As UC Analytics is platform independent it can be a centralised solution logging call details from all leading UC platforms including Cisco, Cisco Jabber, MS Lync or Skype for Business, Avaya, Mitel, Shoretel, Nortel and others.