User:Spectrum31

Unified Contact Center Reporting

Unified Contact Center Reporting (UCCR) is a software solution for capturing real and historical data from call center applications and building real time reports to be displayed within the call center. UCCR provides a method of collecting call center data (ACD's, CRM, IVR, WFM, Dialers) that is stored in databases, web portals, flat files, etc. The data is collected from these disparate sources and stores them into a single database. The purpose for doing this is to be able to manipulate the data and create unified reports.

UCCR consists of three components: 1. Contact Center Activity Monitoring 2. Middleware software 3. Unified Reporting

Contact Center Activity Monitoring (CCAM): CCAM is a variation of a phrase coined by Garnter Group in 2002, Business Activity Monitoring. CCAM is the process of setting up software to retrieve real time and historical data from call center applications. However, call center applications make their data available through different methods. The more common ways to capture call center information are: Socket, ODBC queries, API, Data Emulation (Screen Scrape), RSS feeds, XML queries.

Middleware software: This is software that will do the CCAM and the Unified Report building and publishing. There are a few companies that provide this type of software: Inova, Spectrum, Symon.

Unified Reporting (UR): UR is the process of summarizing data into a report that is most appropriate for the person(s) that will view the report. The report can be real time only and very specific to a user or it can be historical and cover the entire contact center.

There could be multiple types of reports built for each level of the call center. Agent reports are typically very real time and specifically about the agent. Team Leader reports are real time but covers a number of agents, manager report is more historical for all of the team leaders and permits drill down to the real time information. The final level is Senior Management reporting which is for business and is historical with drill down to real time information.

For example if there was data in two ACD's and the user wanted to see a total for both ACD's the data would be captured and then totaled within the UCCR middleware software and finally published as a summary report to the call center manager.