Extracting needed Business Intelligence from Unified Cisco Platform

Version 1
    This document was generated from CDN thread

    Created by: Venkat Subbarao on 02-04-2010 03:30:05 PM
    It has been a challenge for Call Center Analysts, Developers and
    Managers to extract customer related business data when needed, without
    going through weeks of custom development life cycle. Cisco IPCC
    platform provides a simple way to tag customer data to a call; however
    summary data collected is based on type of the call and who is
    answering the call and not related the customer who is making the call.
     
    Often business management needs performance data based on customer
    specific parameters like campaign, department, location, corporate
    accounts, age groups etc. Some scenarios where such intelligence is
    needed are
    ¿ Sales manager runs a telemarketing campaign for existing
    customers in many regions and needs a report to analyze call responses
    by Region and Account Type.
    ¿ HR department changes benefits plan and needs call statistics
    from its call center based on Location, Department, Employee Status,
    and Employee Position.
    ¿ Accounting department needs a dashboard report based on Customer
    Type, Account Status (Fraud, Delinquent, Current), with FCR, Average
    answer time, Answered Calls and Unanswered Calls data.

    There can be hundreds of such reporting needs where business needs
    call center performance metrics based on different customer specific
    parameters.   Is "Just in Time" BI solution is needed where  call center metrics are tied to customer specific parameters?