Chapter 10. Reporting

This chapter covers the following subjects:

• An overview of the reporting methods and packages available for UCCE

• The reporting architecture and packages available in UCCE

• Things to observe when configuring reporting

The management information provided by reporting applications is arguably the most important feature of a contact center platform. Without this information, it would be almost impossible to determine the business efficiency of the contact center.

Reporting information is often considered to be only of use for the contact center manager, supervisor, or team leader who wants to keep an eye on his staff. However, the data available from many applications provides a holistic view of the entire contact center ...

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