Expo XT Cisco UCCX for Power BI

Gain complete visibility into your Cisco UCCX contact center with actionable analytics

Expo XT UCCX for Power BI is a purpose-built analytics and reporting solution designed to unlock the full value of Cisco Unified Contact Center Express (UCCX). By integrating UCCX historical data with Microsoft Power BI, Expo XT delivers real-time and historical insights into agent performance, queue behavior, customer interactions, and overall contact center efficiency.

UCCX Analytics: Key Capabilities

Expo XT transforms raw UCCX historical data into clear, actionable intelligence for contact center leaders, supervisors, and operations teams:

• Agent Performance Visibility: Track agent state, handle time, call volume, productivity, and performance trends across teams and time periods.
• Queue & Service Level Analytics: Monitor queue lengths, wait times, abandonment rates, SLA attainment, and peak demand periods.
• Cradle-to-Grave Call Reporting: Correlate call detail, queue activity, and agent interactions into a single end-to-end call journey.
• IVR & Auto Attendant Insights: Analyze IVR usage, call flows, and self-service effectiveness to identify optimization opportunities.
• Skill-Based Routing Analysis: Evaluate routing effectiveness and agent skill utilization to improve customer outcomes.

Built for Power BI and Secure Cloud Analytics

Expo XT securely extracts historical UCCX data from the on‑premises Informix database and stages it in Azure SQL, allowing Power BI to connect directly to a cloud data source without requiring an on‑premises gateway. This architecture enables:

• Fast, scalable Power BI refreshes using Azure SQL
• Indefinite data retention for long-term trending and compliance
• Customizable dashboards and reports built on a trusted enterprise data model

AI-Driven Insights with Microsoft Power BI

By leveraging Power BI’s native analytics capabilities, Expo XT enables teams to uncover insights faster using:

• Built-in AI visuals such as Key Influencers and Anomaly Detection
• Natural language Q&A for ad-hoc exploration
• Interactive dashboards designed for supervisors and executives

Expo XT UCCX for Power BI is developed by Metropolis Corp, a trusted analytics ISV with proven expertise across contact center and collaboration platforms including Cisco, Microsoft Teams, Zoom, Avaya, and more.

Visit Metropolis.com to learn more about Expo XT analytics solutions for Cisco contact centers and unified communications.