Unified Call Center Statistics Service™ (CCSS) is the engine that collects statistical data from
Cisco Unified Communication Manager and
Genesys and stores
the data in the UCCR database, allowing the data to be used for historical reporting.
CCSS™ monitors the status and statistics related to contact center objects
(such as Agents, Queues, Routing Points, and Interaction queues). CCSS™
supports both voice and multimedia interactions.
Note that Genesys and Cisco are only two of the vendors supported by CCSS – in addition, integration with
Avaya, Siemens and others are available.
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Genesys Hisorical Infomart vs CCSS™
CCSS™ integration with Cisco CTI Server/PG