Univerx Contact Center
Reporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
Building blocks
Reporting & analytics in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Real time
Waiting contacts, service level and availability per queue, updated by the second.
History
Daily, weekly and monthly reports for management, planning and reporting.
Alerts
A notification when a KPI crosses a threshold, before it is too late.
Custom views
Assemble views per role, without code.
Export
Transfer data to BI tools and data warehouses for analysis beyond Univerx.
#See what is happening now
A contact centre cannot be managed in hindsight. If the queue grows at 9, someone needs to see it at 9. Univerx real-time views show waiting contacts, service level and availability per queue and channel.
Alerts complement this. When a KPI crosses a threshold, team leads are notified before customers notice.
#Understand what has happened
Historical reports answer other questions: how has volume developed? Which requests are growing? Where do callers drop off? They are the basis for forecasting, planning and reporting.
| Level | Typical question | Who asks it |
|---|---|---|
| Real time | Is the service level holding right now? | Team lead |
| Day | Where were today's peaks? | Planning |
| Week, month | Which requests are growing? | Department head |
| Export | How does service relate to revenue and churn? | Controlling, analytics |
#One database for every channel
Because phone, chat, messaging, email and tasks run through the same queue, they land in the same reports. There is no phone statistic someone has to reconcile with the chat report. A KPI means the same in every channel.
You assemble custom views per role: team leads see their queues, department heads the overview, planners the deviation from plan.
#KPIs with judgement
KPIs steer behaviour. Whoever only pushes down handling time moves requests into the next call. That is why first contact resolution and quality always belong alongside. Which KPIs make sense is covered in the article Measuring customer experience without vanity metrics.
#Analyse beyond Univerx
For analysis that links service to other data there is data export to BI tools. Content from conversations, meaning topics, sentiment and root causes, comes from conversation analytics.
Univerx Contact Center
Every contact in the right queue.
Phone, video, chat, secure messaging, messaging apps, SMS, email and social media in one queue and one workspace. With history, context and scripts, so nobody has to explain a request twice.
Call distribution (ACD)
Rules or AI send every call, chat and email to the right queue and to the person with the right skill. You maintain priorities, hours and exceptions yourself.
- DSGVO
- BFSG
IVR & self-service
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
- DSGVO
- BFSG
Inbound
Incoming contacts end to end: answering, queueing, callbacks, handover with context and wrap-up. So every request reaches, first time, the place where it gets resolved.
- DSGVO
- BFSG
Web messaging & chat
Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.
- DSGVO
- BFSG
- EU
Messaging apps
Common messaging apps run in the same queue as phone, chat and email. Customers write where they already write, and your team replies from one workspace.
- DSGVO
- BFSG
SMS
Two-way SMS for service, reminders and notices. Customers simply reply to the message, and the reply lands in the same queue as every other contact.
- DSGVO
- BFSG
Email
Emails are recognised, categorised, prioritised and distributed like calls. With templates, suggested replies and reports, so no inbox overflows and no deadline slips.
- DSGVO
- BFSG
Social media
Find social posts and messages that need an answer, distribute them like any other contact and answer them straight from the desktop, in public or in private.
- DSGVO
- BFSG
Co-browse & screen share
The agent sees the customer's page and guides her through it, with no download and with sensitive fields masked. For forms, applications and everything that is hard to explain on the phone.
- DSGVO
- BFSG
- eIDAS
Video engagement & video advice
Video in the browser without a download, started from chat, messaging or a running call. One-way and two-way video, screen share, waiting room and appointments; recording only with consent.
- DSGVO
- BFSG
- EU
Channel switching in one session
From chat to call to video to co-browsing without starting over: one session, one context, the same person. No new queue, no second identity check, nothing to repeat.
- DSGVO
- BFSG
In-app service & mobile SDK
Chat, calls, video, co-browsing and push notifications inside your own app. Customers are signed in through the app, conversations resume after an interruption, and events flow into Univerx Journeys.
- DSGVO
- BFSG
- EU
Secure messaging
Authenticated, asynchronous conversations inside the logged-in customer portal or your app. With scanned file exchange, a history per customer, notifications without content, and retention and deletion rules.
- DSGVO
- EU
- DORA
- BFSG
Secure payments in the conversation
Customers pay by phone keypad, in a secure payment field in chat or via a payment link, without card or bank details reaching agents, the recording or the transcript. Designed for PCI DSS.
- DSGVO
- EU
- BFSG
Appointment booking
Book, move and remind appointments online: on website, app, chatbot or voicebot, by video, phone or in person. Capacity comes from scheduling; reminders and a waiting list keep the slots filled.
- DSGVO
- BFSG
- EU
Agent desktop
One workspace for every channel: conversation, customer history, case and scripts on one screen. With AI support from Univerx Assist and no switching between five programs.
- DSGVO
- BFSG
Real-time supervision
A live view of queues, service levels and agent states. Team leads listen in, whisper or barge in, and follow chat, video and co-browsing live. Configurable for German co-determination.
- DSGVO
- EU
Task routing
Back-office tasks are distributed like contacts: applications, forms, follow-up questions and wrap-up work reach the right person by skill, deadline and priority, with workbins and follow-ups.
- DSGVO
- BFSG
Frequently asked questions
Which KPIs are available?
The usual contact-centre KPIs such as service level, wait time, abandon rate, handling time and first contact resolution, per channel, queue and period. Your own KPIs can be derived from the raw data.
Can reports be broken down to individuals?
Technically yes. Whether and for whom that is visible is set through roles, so that it fits your agreements with the works council.
How does the data get into our BI system?
Through exports and interfaces. The Marketplace & Developer family describes data export to BI tools and data warehouses in detail.
Related
ProductsConversation Analytics
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
ProductsBI & data export
Stream analytics data from Univerx continuously into your BI tool and data warehouse: analyse contacts, queues, outcomes and journeys next to revenue, logistics and production.
ProductsForecasting
Forecasting predicts contact volume and handling time per channel and skill, from history and from events such as holidays, campaigns or outages. It is where every good plan begins.
Use casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
IndustriesRetail & e-commerce
Order and returns service via messaging, chat and phone, proactive delivery notices, help in the shop at the right moment and accessible customer interfaces as a goal under the European Accessibility Act.
IndustriesPublic sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
Guides2 November 2026 · 11 min readWorkforce planning in the contact centre: the basics
Forecasting, staffing requirements, scheduling, adherence and capacity: how the parts of workforce planning fit together, which terms you need, where working-time law and co-determination come in, and where best to start.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
GlossaryService level
Service level is the share of contacts answered within a target time. It drives staffing decisions, but says nothing about whether the customer's request was actually resolved.
GlossaryAverage handling time (AHT)
AHT combines talk, hold and wrap-up time into an average per contact. It is indispensable for staffing, but as a target for individual agents it sets the wrong incentives.
GlossaryFirst contact resolution (FCR)
First contact resolution measures how many requests are settled in the first contact. It is a telling service metric, but it needs a clear definition and measurement across every channel.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.