Question : cisco call manager call analytic solution

HI there,
Just for information's sake, what is a call analytic solution for Call Manager. There is a UCCX used for contact centre operations and am just trying to understand how does a call analytic solution interact with UCCX (or what does it mean basically, call recording for contact centre calls ??) . What configuration is usually required in Call Manager or CRS (UCCX) for that purpose ?

My understanding is limited in this area so will appreciate your feedback on this ! Thanks !

Answer : cisco call manager call analytic solution

In UCCX you have the simplest form of call analytics  of customers in queue, avg hold time, longest hold time, agents logged in, how many calls presented, how many actually were answered, how many calls were abandoned.  Things of that nature. If you have 5 agents and you find your average hold time is 30 mins you know you need to hire more people.

There are seperate applications that can get very intricate in what they report, Gives nice charts and graphs for the Managers to look at.

It gives you information so that you can run the call center better.