Cisco UCCE is an integrated analysis and reporting solution that provides operational and historic reporting in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide. It integrates data from Cisco ACD systems. With our Cisco UCCE integration, we provide Analytic Insights over the performance of IT Contact center Agents and Teams pertaining to IT Service Desk. A rich set of agent and skill level performance metrics are enabled through this integration with the Avaya CMS database, such as Call Time, Agent Hold Time, Auxilliary Time, at various skill levels in your IT COntact Center. DIgital.ai Intelligence provides analytic insights for IT Service Desk leaders to manage the performance of individual agents through visibility into individual, comparative and group performance.