Agents, Users & Huntgroups

Investigate Extensions lets you display call summary information split into one row per extension for certain names, groups, departments, huntgroups, or all. Both higher-detail drilldowns and bigger-picture zoom-outs are just a click away on any row.

Names, departments and huntgroups, front and center.

Get visibility into which individuals and which teams are handling which calls.

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Is this you? Just a few Agents, Users & Huntgroups issues that can be answered with Sideview.

Your team has a hard time troubleshooting problems around agent transfers.

You wish your team had the same quality tools out in CUCM that you do inside the Contact Center.

You’ve got some unsolved call flow mysteries that nobody has answered for weeks or months.

Managers wish they had a more self-service tool to dig into their team’s call stats.

Everyone seems to think it’s fine to switch back to CUCM every five seconds to simply look up an extension.

Have another issue around agents, users, and huntgroups that you need to tackle?

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All the names and groups from AD, alongside your party numbers, in one tool.

Our Cisco CDR Reporting & Analytics App Lets You…

Filter and report on names and departments from AD just as you do with any other field.
Quickly investigate huntgroups and build dashboards for monitoring.
Find extensions and people showing up in places they shouldn’t.
Quickly build a dashboard to share your findings.

You can add all these fields and more right into the main Investigate Calls interface, where you can filter, drill down on, or report on (just as with any other field).

Investigate Groups can sometimes be used to replace huntgroup-based searches if your groups are set up in that way.

All of these fields can be used anywhere in our app, including in Chart where you can slice, dice, and rearrange your charts any way you like.

Agent/group visibility and self-service call stats to anyone who needs it.

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