Expo XT Reporting for Multiple UC and Call Center

Unified UC and Contact Center Analytics for Power BI

Expo XT Reporting for Multiple UC and Call Center brings communication activity from supported UC and Contact Center platforms into one interactive Power BI reporting experience. The solution supports Zoom Contact Center, Cisco UCM, and Avaya, helping organizations analyze activity across configured platforms from a single report.

Use Global Reporting to review eligible communication activity across the platforms configured for your organization. Global dashboards provide a consolidated view of total calls, answered calls, abandoned calls, abandonment rate, average call handle time, call trends, user activity, and platform contribution. Use the Platform filter to view all configured platforms together or focus on Zoom Contact Center, Cisco UCM, or Avaya.

Expo XT is designed for communications leaders, contact center managers, supervisors, analysts, IT teams, and business stakeholders who need a clear way to review performance, compare platforms, investigate call activity, and share reporting across the organization.

Key Benefits

• Unified Global Reporting: Review eligible call and contact center activity across the selected configured platforms in one Power BI report.
• Platform Comparison: Compare call volume and activity trends across Zoom Contact Center, Cisco UCM, and Avaya.
• Global KPI Visibility: Monitor total calls, answered calls, abandoned calls, abandonment rate, average handle time, and call duration based on the active report filter context.
• Contact Center Analysis: Review Zoom Contact Center queue, agent, waiting time, SLA, abandonment, engagement, and interaction activity where available in the configured data.
• UC Calling Analysis: Analyze Cisco UCM and Avaya calling activity by direction, extension, device, circuit, trunk, digits, duration, call status, and related dimensions where available.
• Call Detail Investigation: Move from dashboard trends into detailed records using fields such as date and time, platform, extension, direction, digits, duration, ring time, call termination type, and call identifier where supported.
• Power BI Native Experience: Use interactive filters, scorecards, charts, tables, drill-through behavior, and export options available in your Power BI environment.

Built for Cross-Platform Communications Reporting

Expo XT helps organizations avoid reviewing separate reports for each communications platform. Start with Global Reporting to understand overall communication demand, then use the Platform filter and platform-specific reporting to investigate the activity that requires attention.

Global measures combine eligible activity from the configured platforms only where the measure logic supports the comparison. Some operational metrics remain platform-specific because UC and Contact Center source systems capture different types of activity.

Getting Started

Expo XT requires an active Expo XT subscription and a Microsoft Power BI environment. Administrators configure the platforms enabled for their organization, enter the assigned Expo XT connection values, refresh the semantic model, and validate data before sharing the report with users.

For more information, visit https://www.metropolis.com.