Overview

Introduction

The UCCE Connector for 2Ring Dashboards & Wallboards enables real-time and historical monitoring of Cisco Unified Contact Center Enterprise (UCCE) environments. It collects and visualizes key metrics related to agents, calls, campaigns, skill groups, precision queues, and more.

It integrates directly with UCCE’s database and infrastructure, delivering seamless access to contact center data without impacting performance. The connector supports license filtering and advanced configuration to match the data visibility and license compliance needs of each environment.

The connector supports Cisco UCCE version 8.5 or higher and requires the central controller time to be synchronized properly with the relevant time zone.

Key Features

  • Real-time and historical reporting on UCCE objects (agents, calls, campaigns, etc.)

  • Support for multiple data groups: Skill Groups, Precision Queues, Call Types

  • Advanced license filtering logic for scoped data access

  • Grid and KPI data functions for flexible dashboard creation

  • Compatible with a wide range of UCCE versions

Built-in Calculations

The UCCE connector includes a wide range of built-in Grid and KPI Calculation Functions for both real-time and historical monitoring. These cover agent activity, inbound and outbound call metrics, campaign performance, skill-based routing, and more.

The available calculations help supervisors track productivity, queue performance, and customer interaction outcomes across teams and business units.

License Filters

The UCCE connector supports skillGroups, precisionQueues, and callTypes as license filters. These filters help control both licensing scope and data visibility.

By default, all logged-in UCCE agents are counted toward licensing. However, by specifying license filters, the connector limits agent counts and calculations to only those matching the defined filters.

Use Cases

  • Monitor agent login status, availability, and productivity in real-time

  • Visualize handled, offered, and abandoned calls per Skill Group or Precision Queue

  • Track campaign effectiveness using Campaign and Dialer metrics

  • Analyze performance by Call Type or Team over custom time ranges

  • Display wrap-up word clouds for insight into post-call handling themes