Cisco Unified Communications Manager CDR Reporting
Gaining an Understanding Of Your Call Processing
Your Cisco Unified Communications Manager (CUCM) phone system probably handles tens of thousands and possibly millions of calls each year, and you may even have reporting tools that summarize or track overall call flow details. But the chances are great that your system is derived from a legacy reporting system and ignores the complex details required to precisely follow the progression of call transactions to completion.
To ensure timely and effective levels of service for your callers, managers within your organization must have a clear, detailed picture of who makes the calls, how the calls are handled, and what can be done to improve the efficiency of call transactions.
Apogee Call Accounting With Cisco Call Tracking
To develope an accurate picture of your call traffic, it is absolutely essential to track Cisco Unified Communications Manager records from cradle-to-grave. Most tracking systems ignore CUCM complexities and either treat call records as independent events or register the initial and final events while ignoring the interveening details. Correlating the entire sequence of complex call transactions requires a robust Call Processor. Often this correlation differs for each Cisco implementation, so the Processor must be extremely configurable for different environments.
Proper tracking of Cisco records will result in significant enhancements to the standard suite of Call Accounting reports. Novel reports containing a wealth of new information can be generated: Extensive Transfer Call Analysis, Cradle-To-Grave Detail, Call Center Interval Summaries, Call Handling Efficiency Comparisons, Console Service Levels, and Customer Service Rep, Agent, and Queue Tracking represent a small sample of the useful reports that are available with the standard Apogee Cisco Call Tracking System.
Apogee Call Center Reporting for CUCM
A variety of these enhanced reporting tools have been pooled together into the Apogee Call Center Reporting modules for the Cisco Unified Communications Manager. These tools enable managers to continually monitor basic call center parameters to guarantee that their agents are providing a superior customer experience.
Superior service levels can only by attained by quickly understanding and configuring your telecom infrastructure through proper measurement, modification, and manipulation of important Call Center parameters.
Key Metrics Include:
- Call Volumes
- Talk Times
- Agent Availability
- Wait Time Before Answer
- Abandonment Rates
- Maximum Time In Queue
- Projected Agent Requirements
Using these metrics a manager can easily and quickly make sense of call center traffic flow and modify workforce parameters to efficiently handle the work load. Without the proper tools and reporting capabilities that Apogee can provide, the timely evaluation of the mountain of data generated by your Cisco Unified Communications Manager can be a daunting task.
Apogee easily crunches the endless stream of CUCM data, to yield a number of benefits that enable a manager to gain insight into how agents or reps are processing calls, to evaluate employee telephone usage, and to forecast performance factors based on anticipated workforce projections and customer satisfaction objectives.
Eye Popping Reports
Your callers' impressions of your organization are shaped by their total experience, not just their interaction with a single operator or rep. Apogee helps you track the performance of your entire service center and pinpoint trouble spots.
Apogee offers flexible reports that help you interpret what is truly going on in your organization. These reports can be as high-level or as detailed as you like. In fact, attention to detail is where Apogee excels. Apogee cross-references hundreds of columns within thousands of CUCM records to track each call sequence and determine the appropriate metrics.
Take the guesswork out of determining Agent/Queue Performance. Simplify Workforce Allocation and anticipate critical changes in Call Center Metrics with a variety of customizable Apogee Workforce Analysis and Simulation Reports:
- Agent Interval Report
- Agent Summary Report
- QueueInterval Report
- Queue Summary Report
- Abandonment Statistics
- Wait Time In Queue
- Avg Delay vs Number of Agents
- Projected Call Handling vs Agents
Call Center Traffic Simulation and Workforce Modeling
To provide a superior customer experience, Apogee includes important simulation and modeling tools that help managers address essential Call Center considerations:
- How many calls could be answered with more agents?
- What effect will talk time have on overall performance?
- Can you effectively evaluate your staff?
- How will abandonment rates change with call volume?
- What is the longest time a caller will wait?
- How many lines will you need if call volume increases?
The key to understanding your operation is to focus on these fundamentals, understand how basic metrics will change as you modify parameters under your control, and make necessary adjustments to provide the desired service levels.
Apogee Call Center Reporting modules help you take the guesswork out of call center management. No other CDR system available has the capability to measure, analyze, and model call center operations in an easily customizable manner with a significantly modest cost-to-benefit ratio. But the experience of a recent Call Center Reporting Customer provides a unique insight into the powerful benefits of the Apogee system for the Cisco Unified Communications Manager.