Overview

Introduction

The UCCX Connector for 2Ring Dashboards & Wallboards integrates with Cisco Unified Contact Center Express (UCCX) to deliver both real-time and historical contact center insights.

It supports synchronization from both Publisher and Subscriber nodes. Real-time data (e.g., agent states, queue metrics) is fetched from the Publisher, while configuration and historical data (e.g., call details, resource info) is synchronized from the Subscriber. This dual-node strategy ensures high performance without impacting the UCCX server’s core operations.

Access to UCCX data is granted through the uccxhruser account, which is the only UCCX user capable of accessing both real-time and historical data.

Real-time synchronization and KPI calculation cycles typically complete within 5 seconds depending on network and hardware performance.

Key Features

  • Support for UCCX deployments with both Publisher and Subscriber nodes

  • Real-time agent and queue data collection

  • Historical call and agent statistics from the subscriber

  • Optimized performance by limiting load on Publisher

  • License filtering based on UCCX queues

  • Secure and efficient ODBC-based integration

Built-in Calculations

The UCCX connector includes built-in Grid and KPI Calculation Functions for monitoring agent activity, queue performance, and team efficiency across voice, email, and chat channels.

These calculations support both real-time dashboards and historical reporting, helping supervisors and analysts understand performance trends and operational bottlenecks.

License Filters

The UCCX connector supports the Queues license filter.

By default, when a license is added to the connector, it counts all agents logged into UCCX and displays data for all agents and queues. When a license filter is applied, the connector will only count agents that are assigned to queues matching the license filter, and it will display data only for those matching agents and queues.

Use Cases

  • Monitor queue performance in real time (e.g., longest waiting call, calls in queue)

  • Visualize agent login states and availability live

  • Analyze historical agent performance and not-ready time breakdowns

  • Display aggregated metrics for teams, queues, emails, chats, or campaigns

  • Correlate call and agent statistics across multiple channels (voice, email, chat)

  • Create dashboards that reflect queue-based licensing constraints using license filters