Agent Performance and Call-Drop Reporting for Bank AL Habib’s Branch Support Line

The Challenge

BAHL routes internal support calls from branches across the country say, a branch reporting an account issue through Cisco UCCX to available agents at the Head Office. Two things could go wrong with no way to catch either: the call could simply go unanswered, or an agent could pick it up and then cut the call short mid-conversation. Either way, the branch employee’s issue went unresolved, and there was no reporting layer to explain why.

Behind both symptoms was the same blind spot, just two sides of it. Management had no way to see which agents were handling how many calls and which ones were consistently taking fewer the kind of imbalance that leaves calls ringing unanswered while some agents carry more than their share. And separately, there was no way at all to identify which agent had cut a call short mid-conversation, since no standard reporting tracked it.

Our Approach

We closed both gaps, one with Cisco’s own reporting stack and one with a custom build:

• Agent performance reporting on top of the existing UCCX call routing, built with customized Cisco Unified Intelligence Center (CUIC) analytics, giving management a clear, per-agent view of call volume who’s carrying their share of the queue and who isn’t
• A custom SQL Server solution for the one gap Cisco’s own reporting doesn’t cover identifying calls an agent cut short mid-conversation. No standard UCCX/CUIC report tracks this, so we deployed a dedicated SQL Server database and built the reporting logic specifically to capture and flag these cases
• Raw data collection directly from Cisco Unified Communications Manager (CUCM), used as the source of truth for both the standard performance metrics and the custom call-drop reporting
• Reporting embedded directly inside Cisco Finesse, so supervisors see agent performance and call-drop data in the same desktop they already use, instead of a separate tool

The Result

Two blind spots on BAHL’s branch support line are now visible instead of invisible. Management can see call volume agent by agent, so the kind of imbalance that used to leave calls unanswered some agents carrying the load, others consistently taking fewer calls is now something they can spot and act on. And the custom SQL Server reporting catches what no standard Cisco report did: calls an agent cut short mid-conversation, with the agent responsible identified, so a branch employee’s problem no longer disappears without a trace.

Solution stack: Cisco UCCX 15.0, Cisco Unified Communications Manager (CUCM), Cisco Unified Intelligence Center (CUIC), Cisco Finesse, custom SQL Server call-drop reporting

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