16
1.0.0
Zurich
At 3CLogic, our goal is to empower organizations to streamline everyday engagements across both back and front-office operations. From IT services desks, to employee services teams, to customer support groups we believe that every interaction matters.
With 3CLogic's CCaaS Data Hub: Integrated ServiceNow Analytics solution, businesses of any size operating 3CLogic will enjoy the convenience of centralized contact center metrics and KPIs delivered natively within ServiceNow. The solution provides key reporting data sets (e.g.: agent status, agent sessions, DNIS, missed interactions, contact history, etc.) while enriching call history records with agent and queue child CDRs powered by ServiceNow's Platform Analytics for visualizations and dashboards.
Who This Is For:
- Organizations operating 3CLogic's Cloud Contact Center (CCaaS) platform that require centralized ServiceNow analytics & reporting
- Supervisors, contact center administrators, service desk managers and organizations running large contact center operations
Key benefits:
- Pre-Built KPIs and dashboards - enjoy ready-to-use dashboards and KPI visualizations that offer immediate insights without any additional setup required
- Automated data synchronization - effortlessly intergate 3CLogic reporting data into ServiceNow on a scheduled basis, ensuring information is always current and centralized
- Unified reporting across Call, Agent, and Queue Activity - combine call records, agent performance data, and queue activity into a single, consistent reporting layer within ServiceNow
- Enriched Interaction insights - enhance call history with agent and queue-level details to provide a complete picture of every customer interaction. Supports asynchronous child CDR enrichment (Agent/Queue) for convenient downstream analytics.
- Multi–Contact Center support - manage multiple 3CLogic accounts or business units independently through Contact Center Profiles.
- Tenant-level isolation - enable scoped data visibility for non-administrative (e.g.: call center agents, third-party customers, etc.) users based on profile mappings and server-side query filters.
- Flexible configuration options - easily adjust key import settings such as data windows and batch limits to match business needs
- Enterprise-ready architecture - designed to support high data volumes and large contact-centre operations without disrupting daily workflows
1. Automated Data Synchronization
Effortlessly brings 3CLogic reporting data into ServiceNow on a scheduled basis, ensuring information is always up to date.
2. Unified Reporting Across Call, Agent, and Queue Activity
Combines call records, agent performance data, and queue activity into a single, consistent reporting layer inside ServiceNow.
3. Enriched Interaction Insights
Enhances call history with agent- and queue-level details to provide a complete picture of every customer interaction.
4. Multi–Contact Centre Support
Allows organizations to manage multiple 3CLogic accounts or business units independently through Contact Centre Profiles.
5. Flexible Configuration Options
Administrators can easily adjust key import settings such as data windows and batch limits to match business needs.
6. Pre-Built KPIs and Dashboards
Provides ready-to-use dashboards and KPI visualizations that offer immediate insights without any additional setup.
7. Enterprise-Ready Architecture
Designed to support high data volumes and large contact-centre operations without disrupting daily workflows.
Initial release.
1. System Import Sets
2. Platform Analytics