Dashboard for UCCX

[RAC Networks]

Dear Team

Our requirement is to integrate an in-house-developed dashboard solution to UCCX for report consolidation and for dashboard display.

Is it possible to integrate our own APIs to UCCX/CUIC for displaying the dashboard? Does Cisco have any readymade APIs for dashboards?

We need a presentable dashboard to showcase it to the management as the CUIC report does not give the exact Agent Abandoned call count and ratio.

[James Hawkins]

Hello,

You can access the UCCX Informix database and run SQL queries on it using the procedure detailed at the link below.

https://ccxguru.wordpress.com/2018/01/31/creating-odbc-connection-with-uccx/ 

Note that the existing CUIC reports have an icon that shows the SQL query that they use which might be a useful starting point for you.

[Gerry O'Rourke]

Its also possible to create custom CUIC reports.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/reference/guide/uccx_b_125report-developers-guide/uccx_b_125report-developers-guide_chapter_010.html

or you might want check out some good existing wallboard solutions, e.g. 2Ring have a good Dashboard and Wallboard solution.
https://www.2ring.com/product-platform/cisco-contact-centers-uccx-ucce-pcce-hcs/

Gerry