Skip to content
NLEN
Book a demo Take the scan

For IT/Integrations/Cisco UCCX and Webex

Integration Live

Connect Cisco UCCX to real-time dashboards.

Effecta Connect reads real-time and historical data from Cisco UCCX and puts queues, service levels and agent status on wallboards, management screens and the Agent Dashboard. Through Shifts it automatically forwards duty numbers to whoever is on duty.

Integrationreal-time and historical
ModulesDashboards, Shifts
Accessread-only account / API
Forwardingduty numbers via Shifts

What you can show

Every UCCX KPI, on every screen.

  • Queues
  • Service level
  • Average waiting time
  • Longest waiting
  • Agent status
  • Staffing per skill
  • Opening hours per department
  • History Add-on
Cisco UCCX · CSQ overviewLive
CSQ Customer service
2 waiting
CSQ Care line
6 waiting
Service level
88%
Agent status per skill
Ready
14
Talking
9
Not ready
4

How the integration works

Read-only account, connector, screen.

1 · Your networkCisco UCCX / WebexRead-only account or API access to the UCCX environment. Network access from the Connect server to UCCX (HTTPS).
2 · Effecta ConnectUCCX connectorReads real-time CSQ and agent data and historical reports. Stores no conversation data. On-premise or hosted, SSL.
3 · ScreensWallboard, manager, agentBrowser, Entra ID login, roles and permissions. Shifts forwards duty numbers.

Extra with Cisco UCCX

Shifts forwards duty numbers automatically.

Link a service number to a shift. Shifts automatically forwards it to the employee on duty and calls everyone at the same time; whoever answers gets the call. No more manual switching.

Requirements

  • Read-only account or API access to UCCX.
  • Server that meets the system requirements (min. 2 cores, 8 GB, Windows Server 2012 R2+) or our hosting.
  • Domain name with SSL certificate.
  • Optional: Entra ID app registration for SSO.

More about the Cisco integration

Cisco contact centre: get more out of UCCX without changing anything in it.

A Cisco contact centre based on UCCX produces a lot of data, but the standard reporting is built for the supervisor looking back afterwards. The floor wants something else: a screen that shows right now how many people are waiting in a CSQ and who is available. Effecta Connect takes that data from the same environment and puts it in widgets you arrange yourself, without changing anything in the UCCX configuration.

The UCCX integration is the most complete one we have: real-time, historical and forwarding of duty numbers via Shifts. For on-call duty in healthcare and escalation chains at emergency response centres, that last part is often the reason to start with Cisco as the first source. The roster then decides where the number goes, and nobody has to work in the routing by hand any more.

Cisco UCCX dashboard per CSQ, per skill or per location

In Effecta Connect you build a Cisco UCCX dashboard per CSQ, per skill or per location, depending on who is looking at it. The team leader of the care line sees only the care line; the manager sees all CSQs side by side. You set thresholds and colours per widget, and historical reports from UCCX are available as an add-on for trends over weeks. Alongside UCCX, other sources can go on the same screen too, such as an SQL database or Teams presence via Microsoft Graph. Read more about Dashboards or about Shifts.

See how it runs on your UCCX?

A Proof of Concept is usually sorted in an afternoon. We do the configuration.

  • No conversation data stored
  • No vendor lock-in
  • Data processing agreement as standard
Take the scanBook a demo