A Single Unified Reporting Dashboard for Bank AL Habib

The Challenge

BAHL’s contact center supervisors and agents needed one place to see how the operation was performing both live, in-the-moment queue and agent status, and historical, extension-level detail on call handling, rather than piecing that picture together from separate tools or reports. Without a single unified view, live monitoring and historical analysis stayed disconnected from each other and from the desktop agents and supervisors actually work in every day.

Our Approach

We built a single, unified reporting dashboard rather than treating live monitoring and historical reporting as two separate deliverables:

• Raw data collection directly from Cisco Unified Communications Manager (CUCM), used as the source of truth for every metric rather than a secondary or approximated data feed
• Customized reporting analytics built in Cisco Unified Intelligence Center (CUIC) on top of that raw CUCM data, covering both live dashboard metrics (calls received, answered, in queue, not answered, agents busy, agents available, and service level) and historical, extension-level reporting (calls answered and missed, calls presented to and landed on hunt groups, call duration, total abandoned calls, and hang-up party)
• The live dashboard embedded directly inside Cisco Finesse, so supervisors and agents see performance data in the same desktop they already use to handle calls, instead of switching to a separate reporting tool
• Deployed on Cisco UCCX 15.0, integrated with the bank’s existing CUCM environment

The Result

BAHL’s supervisors and agents now work from a single unified dashboard instead of piecing together live and historical performance from separate tools. Live queue and agent status and historical, extension-level call detail both come from the same CUIC analytics layer, built directly on raw data from Cisco Call Manager one dashboard reflecting one source of truth, embedded in the same Cisco Finesse desktop supervisors and agents already use every day.

Solution stack: Cisco UCCX 15.0, Cisco Unified Communications Manager (CUCM), Cisco Unified Intelligence Center (CUIC), Cisco Finesse

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