**Requires Edit to match environment. Download UCCX Reporting Templates **Abandoned in CSQ Report This report is designed to present Contact Center managers with important statistics and details regarding their abandoned calls. The report can be generated for one or more CSQs. It contains summary statistics for each CSQ and detail…
Agent based report designed to provide Supervisors a high level overview of agent productivity by Team, Resource Group or specific Agents. Designed to show over all performance of each agent along with busy hour and busy Day of Week for the entire Team or Resource Group. This report is normally…
Variphy 12.3.0 introduced the ability to automatically switch UCCX reporting to your secondary UCCX when the primary UCCX is unavailable. In the event that your primary UCCX node or Finesses interface become unreachable Variphy’s dashboards and reports can continue to function using your secondary UCCX node or Finesse server. To…
Contact Center reporting does not provide the ability to report calls that rang into an agent but went unanswered; Ring no Answer. In UCCX call detail a call that rings into an agent and does not get answered but is subsequently answered by another agent will show both agents handed…
Variphy version 12.2 introduced the report repository. The reports repository is a way of sending and sharing reports via hyperlink rather than sending traditional flat files. The hyperlink can be configured to use HTTP or HTTPS protocol and point to the Variphy IP address or FQDN. It may be necessary…
Variphy does its best to determine a call to voice mail based on the voice mail port definitions and device name in your Cisco Call Manager. If a SIP trunk is used for voice mail then those voice mail ports will not match and the SIP trunk used for voice…
TLS 1.0 is a security protocol first defined in 1999 for establishing encryption channels over computer networks. While no longer the default security protocol in use by modern OSes, TLS 1.0 is still supported for backwards compatibility. Evolving regulatory requirements often provide corporations with the incentive to disable TLS 1.0…
From time to time you may need to search for all calls to or from a phone number or extension. There are multiple ways to search for Inbound, Outbound, Internal type calls within Variphy. The below steps will walk you through the most common way to find all calls associated…
Introduction Variphy’s RTA widget uses the Finesse system that comes with a UCCX environment where the application can subscribe to XMPP Notifications upon Agent state or dialog (voice/chat) change. By hooking into this service, Variphy can provide a truly real time widget which gives an activity overview of what any…
