A leading Middle East research university, ranked among the world's top 100 across eight academic disciplines, operates three independent contact centers supporting admissions, student services, and IT. Each organization manages its own service levels, operational metrics, and dashboards, while executive leadership relies on Power BI to provide a single operational view across all three.
When the university migrated their infrastructure from Cisco Unified Contact Center Enterprise (UCCE) to Webex Contact Center, the contact center migration itself was well planned, but one critical dependency remained hidden until cutover.
The university's Power BI dashboards were built directly on UCCE SQL views. Webex Contact Center has no equivalent SQL layer, so every measure, every wallboard, and every scheduled export stopped working at once.
While every phone call still reached the right destination, the measures their team had spent years refining to define operational success no longer existed, leaving leadership unable to determine whether the contact center was performing better or worse.
Many Cisco contact centers have accumulated years of operational intelligence inside custom SQL queries, Power BI models, calculated measures, and executive dashboards. These reporting environments often become a critical part of how organizations manage service levels, staffing decisions, and customer experience.
During a migration from UCCE to Webex Contact Center, the telephony platform changes but the business questions remain the same. Teams still need to know:
Without a plan for the analytics layer, organizations can complete the platform migration while losing the visibility required to operate the contact center.
Before rebuilding the university's reporting environment, Metropolis first needed to understand what existed.
Years of Power BI dashboards and UCCE reporting had created a complex analytics environment made up of historical metrics, real-time operational measures, custom calculations, and business-specific definitions of success. Simply recreating existing dashboards without understanding the underlying logic risked carrying over incomplete or incorrect reporting.
Using Expo XT, Metropolis analyzed the university's existing reporting environment and mapped each metric across four production dashboards against the data available in Webex Contact Center.
The analysis reviewed 594 data points across four production dashboards. The results showed:
80% Field-Level Equivalence Achieved
Our mapping of this live migration found an 80% direct field-level equivalence between legacy UCCE reporting and native Webex Contact Center data.
Rather than start from scratch, the university needed to preserve years of custom reporting logic its teams had built over years while transitioning to Webex Contact Center.
Expo XT provided the analytics foundation to map, rebuild, and deliver those measurements through Power BI. Using the mapped requirements from the existing UCCE reporting environment, Expo XT rebuilt the university's analytics across all three contact centers while maintaining a unified reporting experience for leadership and operations teams.
The result was a single analytics platform providing:
Leadership regained the ability to measure contact center performance using the metrics that define success for their organization. Supervisors and operations teams could once again evaluate service levels, monitor performance trends, and make decisions using consistent data.
The university's reporting requirements also extend beyond the contact center. Its agent status dashboards combine Webex Contact Center data with information from its CRM and chat platform, giving supervisors a consolidated view of agent activity across the systems they use every day.
With Expo XT as the analytics foundation, the university has a reporting environment that can continue expanding as additional platforms and data sources are introduced.
If you're planning a Cisco UCCE migration, these resources may also help:
Migrating agents and IVRs is only half the battle. The reporting layer behind executive scorecards and operational wallboards requires the same proactive planning.
Metropolis solutions help organizations establish and protect business visibility before, during, and after a platform change.