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Hybrid chat provides a number of different reports including, Agent Availability, Chat productivity, Chat Detail, Chat Volume by Queue, Chat Volume by Channel, and Agent Chat Productivity. All these reports are shipped with a basic Hybrid Chat license in Cisco CUIC. These can also be enabled in any third-party tools that you use. Hybrid Chat, in this case, will expose its reporting DB.

Reports are developed on the following solutions. See the report's availability status on each under the Status column. 

  • CUIC - Cisco Unified Intelligence Center for UCCX and UCCE - Used when Hybrid Chat run in integrated mode with Cisco contact center.
  • EFBI - Expertflow Reporting solution on Windows with SQL Server backend - May be used when Hybrid Chat is deployed in a standalone mode.
  • EFBI-Custom - A customized implementation of EFBI - Used on some legacy deployments.

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