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Contents
| Table of Contents |
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Revision history
Version | Modified by | Date | Notes |
1.0 | Paul McGuinness | 28th February 2017 | Draft version |
1.1 | Paul McGuinness | 25th May 2017 | Added Outlier example to Detailed reports Added Performance Headline Report Added Site Performance Report Added Answer Summary Report Added Durations and Answer Times Report Added Call Types Report |
1.2 | Paul McGuinness | 22nd August 2017 | Amended 8.2 Web Logins to show new restrictions on agents, users & departments Added vertical timeline |
1.3 | Paul McGuinness | 18th December 2017 | Updated template report steps Added Group Performance Added Events in Progress Added Clustering report Added Redial report Added Building Access (Blueprint) |
1.4 | Paul McGuinness | 28th June 2018 | Added Widgets Updated main login screen-shots |
2.0 | Paul McGuinness | 29th June 2018 | Moved Voice Audit to a separate manual |
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UCentric is designed to be extensible and allow data from any source.
UCentric Voice Audit allows the auditing of multiple telephone (PBX) systems to be performed quickly and easily. It is a powerful administrative tool that enables the user to precisely track the number, type and availability of key PBX resources such as cards, trunks and handsets. It is possible to view details of any aspect of the communication system with just a few mouse clicks. Furthermore, UCentric Voice Audit can autonomously monitor any number of PBX systems, whether LAN-linked nodes or individual units accessible only by modem and export this information for the purposes of Compliance, Asset Tracking or Migration.
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icons to copy the selections from the top to the bottom of the selection pane.
Viewing the results
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Clicking on a single event will shown any linked records associated with the individual record.
If multiple records are associated with each other, the view will look more like this
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Insight | Positive/Negative | Comment |
Longest call |   | This could be a negative depending on your business |
Shortest call |   | |
Best answer time |   | |
Worst answer time |   | |
Least unanswered |   | |
Most unanswered |   | |
Most calls |   | This could be a negative depending on your business |
Least calls |   |
| Anchor | ||||
|---|---|---|---|---|
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The Interconnections report is a purely visual report to show how calls traverse a private voice network.
The wireframe image shows how incoming and outgoing calls are connected from PABX’s to departments and the internal call traffic that occurs internally within the voice network.
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When a “node” or “branch” restriction is applied, this means that a user can see all sites in and below the selected branch or node. This is useful for partitioning access to a system within a single organisation.
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MIT Dynamic now operates a Developers Programme to provide detailed technical information regarding the underlying technologies upon which UCentric, Asset Manager, Ask Seymour, Novalog IP, HyperDirectory and MiMessage are based.
The programme is subject to a NDA and annual fee, and provides the following: -
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Access to the Database Schemas for the products.
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REST API access for UCentric Voice Audit/Ask Seymour.
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One-on-One training workshops with developers/3rd line support.
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Access to internal applets and toolkits used by the MIT staff.
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Further information and technical support for the UCentric Voice Audit system is available from MIT Dynamic. Any feedback about the system or this manual is welcomed.
MIT Dynamic
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Tel: 0844 247 8881
Fax: 0844 247 8882
Web: http://www.mit-tech.co.uk
Email: support@mit-tech.co.uk
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LinkedIn: mittechnologies
©2017 MIT Dynamic. All rights reserved.
No part of this guide shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, photocopying, recording, or otherwise, without written permission from MIT Dynamic. Although every precaution has been taken in the preparation of this document, MIT Dynamic assumes no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein.
Use of a term in this guide should not be regarded as affecting the validity of any trademark or service mark. “Windows” and “Internet Explorer” are registered trademarks of Microsoft Corporation. All other trademarks and trade names acknowledged as property of their respective owners.
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A day in the life 20
Administration 59
Answer summary 48
Call Types 53
Caller ID 49
Clustering 38
Dataset Comparisons 24
Department Activity 35
Departmental Summary 41
Detailed Search 15
Developers Programme 62
Durations and Answer Times 52
Events in progress 32
Extension Summary 42
Feedback 63
Geographic Distributions 43
GOS 46
Grade of Service 46
Group performance 31
Interconnections 51
Landing Pad 10
Live Agent Status 14
Logging in 10
MDP 62
Metadata Tag Activity 30
MIT Developers Programme 62
Natural Language 13
NLP Search 13
Organisational Activity 36
Overview 8
Performance Headline 37
Quick Search 13
Redial summary 50
Site Performance 40
Standard Deviations 22
Team Comparison 28
Technical Support 63
Tier Usage 44
Timeline Search 25
Time-to-Answer 47
Trunk Report 45
TTA 47
UCentric Administration 59
User Activity by Date 33
User Event Activity 34
User Structure 59
Web Logins 59
Working Hours 29
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Additional Information
General Enquiries & Technical Support
Further information and technical support for UCentric is available from MIT Dynamic. Any feedback about the system or this manual is welcomed.