Upstream Works on Finesse (UWF) Standard Historical Reports
What are Upstream Works on Finesse (UWF) Standard Historical Reports?
Valuable information, details and insights are provided in the UWF Standard Historical Reports, including Business Reports, Operational Skills Reports, Transfer Reports, and Detail Reports. Together they give a historical view of contact center activity for review and planning.
Standard historical reports summarize what has already happened in the contact center, as opposed to real-time views of what is happening now. The UWF Standard Historical Reports group this information into business, operational skills, transfer and detail reports, giving teams both summary views and the underlying record-level detail.
Historical reporting in general supports planning, performance review and continuous improvement. Leaders use it to spot trends in volume and handling, understand how work moves between skills and agents, and look into individual interactions when questions arise. Transfer data, for example, can show where contacts are first sent to the wrong place. Many organizations also feed historical data into third-party reporting platforms for wider analysis.
Related: Upstream Works on Finesse (UWF), Third-party reporting platforms, Cisco Finesse agent desktop, Totalix, the current platform.