The Challenge

Cisco Unified Contact Centre Express (UCCX),
Cisco Finesse and Cisco Unified Intelligence Centre (CUIC)
provide limited at-a-glance visibility of key contact
centre metrics in real-time, with available
reporting views not appropriate for a large, wallboard
display or at-a-glance viewing by distributed
agents working from home.

This makes it difficult for your contact centre to:

• React to changing call volumes
• Maintain Grade of Service (GoS)
• Manage performance of a distributed team
• Provide a great customer experience

Introducing Peak Wallboard for UCCX

Simplified, real-time visibility of key contact centre metrics,
including (but not limited to):

• Calls Currently Waiting
• Longest Call Waiting
• Average Call Wait Time
• Calls Abandoned
• Calls Answered
• Agents Talking
• Agents Ready
• Agents Not Ready

System Requirements

• Cisco Unified Contact Centre Express (UCCX) 10.x or greater
• Modern web browser