Cisco Unified Contact Center Express User guide

Cisco Unified Contact Center Express Reporting User Guide, Release

12.5(1)

First Published: 2020-01-31

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CONTENTS

Preface xi

PREFACE

Change History xi

About This Guide xii

Audience xii

Conventions xii

Related Documents xiii

Documentation and Support xiv

Documentation Feedback xiv

Getting Started 1

CHAPTER 1

Overview 1

Authorized Users 2

Start Unified Intelligence Center 2

Trust Self-Signed Certificate 3

View Cisco Unified Intelligence Center Help 5

Get Help on Cisco Unified Intelligence Center 5

Get Help on a Report 5

Dashboards 7

CHAPTER 2

Overview 7

Dashboard Actions 8

Add Widgets to Dashboard 10

Run a Report from the Dashboard 13

Manage and Run Reports 15

CHAPTER 3

Report Actions 15

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Add Template Help 19

Report Filters 20

Filter Types 20

Date & Time 20

Key Criteria 21

Field Filters 22

Report Types 23

Historical and Real Time Reports 25

Live Data Reports 25

Manage Reports 26

Create Reports 26

Report Views 27

Create a Grid View 27

Create a Chart View 28

Report Thresholds 30

Run Report 32

Report Actions - Run Mode 32

Group By 34

Trust Self-Signed Certificate for Live Data Reports 35

Import Reports 36

Export Reports and Folders 38

Schedule Reports 41

CHAPTER 4

Overview 41

Schedules Actions 41

Create a Schedule for a Report 42

Daylight Saving Time and Scheduled Reports 46

Permalinks 47

CHAPTER 5

Overview 47

Permalink for a Dashboard 47

Permalink for a Report 48

View Report Permalinks in Dashboards 50

Create Live Data Report Permalink for Finesse 50

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Contents

Permalinks for Supervisor Live Data Reports 51

Gadget Toolbar 53

CHAPTER 6

Gadget Toolbar Improvements 53

Historical Reports 55

CHAPTER 7

Chat Reports 56

Chat Agent Detail Report 56

Chat Agent Summary Report 58

Chat CSQ Activity Report 59

Chat CSQ Agent Summary Report 60

Chat Traffic Analysis Report 61

Email Reports 63

Email Agent Activity Report 63

Email Contact Detail Report 64

Email CSQ Activity Report 66

Email Traffic Analysis Report 67

Inbound Reports 68

Abandoned Call Detail Activity Report 68

Aborted Rejected Call Detail Report 69

Agent All Fields Report 71

Agent Call Summary Report 74

Agent Detail Report 77

Agent Login Logout Activity Report 79

Agent Not Ready Reason Code Summary Report 80

Agent State Detail Report 83

Agent State Summary by Agent Report 84

Agent State Summary by Interval Report 87

Agent Summary Report 89

Agent Wrap-up Data Summary Report 92

Agent Wrap-up Data Detail Report 93

Call Custom Variables Report 94

Called Number Summary Activity Report 97

Common Skill CSQ Activity Report 98

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Contents

Contact Service Queue Activity by CSQ Report 101

Contact Service Queue Activity by Window Duration 104

Contact Service Queue Activity Report 106

Contact Service Queue Activity Report by Interval 108

Contact Service Queue Call Distribution Summary 111

Contact Service Queue Priority Summary 114

Contact Service Queue Service Level Priority Summary Report 116

CSQ Agent Summary Report 119

CSQ All Fields Report 120

Detailed Call by Call CCDR Report 122

Detailed Call CSQ Agent Report 124

Priority Summary Activity Report 127

Reason Report by Agent Grouping 128

Reason Report by Reason Grouping 133

Traffic Analysis Report 139

Outbound Reports 140

Agent Outbound Campaign Summary Report 140

Agent Outbound CCDR Report 143

Agent Outbound Half Hourly Report 144

IVR Outbound Campaign Summary Report 146

IVR Outbound CCDR Report 148

IVR Outbound Half Hourly Report 149

Outbound Agent Detail Performance Report 150

Preview Outbound Agent Detail Performance Report 152

Preview Outbound Campaign Summary Report 153

System Reports 156

Application Performance Analysis Report 156

Application Summary Report 157

Unified License Consumption Report 159

Multichannel Reports 160

Wrap-Up Reasons for Chat and Email 160

Multichannel Agent Summary Report 161

Query Designs Historical Reports 163

Conventions Used in This Chapter 163

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Chat Reports 164

Chat Agent Detail Report 164

Chat Agent Summary Report 165

Chat Contact Service Queue Activity Report 167

Chat CSQ Agent Summary Report 168

Chat Traffic Analysis Report 169

Email Reports 171

Email Agent Activity Report 171

Email Contact Detail Report 172

Email CSQ Activity Report 173

Email Traffic Analysis Report 174

Inbound Reports 175

Abandoned Call Detail Activity Report 175

Aborted and Rejected Call Detail Report 176

Agent All Fields Report 178

Agent Call Summary Report 179

Agent Detail Report 183

Agent Login Logout Activity Report 186

Agent Not Ready Reason Code Summary Report 188

Agent State Detail Report 192

Agent State Summary Report (by Agent and Interval) 195

Agent Summary Report 200

Agent Wrap-up Data Detail Report 204

Agent Wrap-up Data Summary Report 206

Call Custom Variables Report 207

Called Number Summary Activity Report 208

Common Skill Contact Service Queue Activity Report (by Interval) 211

Contact Service Queue Activity Report 213

Contact Service Queue Activity Reports (by CSQ and Interval) 218

Contact Service Queue Call Distribution Summary Report 221

Contact Service Queue Priority Summary Report 225

Contact Service Queue Service Level Priority Summary Report 226

CSQ-Agent Summary Report 228

CSQ All Fields Report 230

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Detailed Call by Call CCDR Report 235

Detailed Call CSQ Agent Report 238

Reason Report by Agent Grouping Report 241

Reason Report by Reason Grouping Report 245

Priority Summary Activity Report 248

Traffic Analysis Report 250

Outbound Reports 251

Agent Outbound Campaign Summary Report 251

Agent Outbound CCDR Report 252

Agent Outbound Half Hourly Report 254

Outbound Agent Detail Performance Report 255

Outbound Campaign Summary Report 256

Preview Outbound Agent Detail Performance Report 258

System Reports 260

Application Performance Analysis Report 260

Application Summary Report 261

Multichannel Reports 263

Wrap-Up Reasons for Chat and Email Report 263

Multichannel Agent Summary Report 264

Queue Management Audit Trail Report 268

Live Data Reports 269

CHAPTER 8

Agent Reports 269

Agent CSQ Statistics Report 269

Recent State History Report 270

Recent Call History Report 274

Agent Statistics Report 275

Agent Team Summary Report 277

Supervisor Reports 281

Agent Outbound Team Summary Report 281

Chat Agent Statistics Report 283

Chat CSQ Summary Report 285

Email Agent Statistics Report 286

Email CSQ Summary Report 288

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Contents

Team State Report 290

Team Summary Report 291

Voice CSQ Agent Detail Report 293

Voice CSQ Summary Report 298

FAQs 301

CHAPTER 9

Overview 301

General 302

Availability of Reporting Data 304

Data Reconciliation Among Reports 307

Abandoned Call Detail Activity Report 309

Agent Call Summary Report 311

Agent Detail Report 311

Agent Login Logout Activity Report 312

Agent State Summary by Agent Report 312

Agent Summary Report 312

Application Performance Analysis Report 313

Call Custom Variables Report 313

Common Skill CSQ Activity Report 314

Contact Service Queue Activity Report 314

Contact Service Queue Activity by CSQ Report 315

Detailed Call by Call CCDR Report 317

License Utilization Hourly Report 317

Traffic Analysis Report 317

Report Reference Values List 319

APPENDIX A

Report Reference Values List 319

Glossary 327

APPENDIX B

Data Reconciliation between Reports 331

APPENDIX C

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Contents

Cisco Unified Contact Center Express Reporting User Guide, Release 12.5(1)

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Contents

Preface

•Change History, on page xi

•About This Guide, on page xii

•Audience, on page xii

•Conventions, on page xii

•Related Documents, on page xiii

•Documentation and Support, on page xiv

•Documentation Feedback, on page xiv

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

DateSeeChange

January 2020Initial Release of Document for Release 12.5

Preface >> Related DocumentsCisco SocialMiner (SM) has

been renamed as Customer

Collaboration Platform (CCP).

Historical Reports >> System Reports >>

Unified License Consumption Report

Added Unified License

Consumption Report.

Customer Journey AnalyzerIntroduced Customer Journey

Analyzer.

Live Data ReportsUpdated Live Data Reports.

Manage and Run Reports>>Live Data ReportsUnified CCX Engine updates

the changed records every

three seconds.

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About This Guide

The Cisco Unified Contact Center Express Report User Guide describes how to generate Cisco Unified

Intelligence Center reports for Cisco Unified Contact Center Express (Unified CCX). This guide also describes

how to schedule and visually customize existing stock reports, and create dashboards. In addition, this guide

provides answers to a variety of frequently asked questions.

Audience

This document is intended for Unified CCX users who use Cisco Unified Intelligence Center reports to run

reports. The user can generate reports, filter data in a report, and schedule a report.

Conventions

This manual uses the following conventions.

DescriptionConvention

Boldface font is used to indicate commands, such as

user entries, keys, buttons, and folder and submenu

names. For example:

• Choose Edit >Find

• Click Finish.

boldface font

Italic font is used to indicate the following:

•To introduce a new term. Example: A skill group

is a collection of agents who share similar skills.

• For emphasis. Example: Do not use the

numerical naming convention.

• An argument for which you must supply values.

Example:

IF (condition, true-value, false-value)

• A book title. Example:

See the Cisco Unified Contact Center Express

Installation Guide.

italic font

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DescriptionConvention

Window font, such as Courier, is used for the

following:

• Text as it appears in code or information that the

system displays. Example:

<html><title> Cisco Systems,Inc.

</title></html>

• File names. Example:

tserver.properties.

• Directory paths. Example:

C:\Program Files\Adobe

window font

Nonquoted sets of characters (strings) appear in

regular font. Do not use quotation marks around a

string or the string will include the quotation marks.

string

Optional elements appear in square brackets.[ ]

Alternative keywords are grouped in braces and

separated by vertical bars.

{ x | y | z }

Optional alternative keywords are grouped in brackets

and separated by vertical bars.

[ x | y | z ]

Angle brackets are used to indicate the following:

• For arguments where the context does not allow

italic, such as ASCII output.

• A character string that the user enters but that

does not appear on the window such as a

password.

< >

The key labeled Control is represented in screen

displays by the symbol ^. For example, the screen

instruction to hold down the Control key while you

press the D key appears as ^D.

^

Related Documents

LinkDocument or Resource

https://www.cisco.com/en/US/products/ps9755/tsd_products_

support_series_home.html

Cisco Unified Intelligence Center

documentation

https://www.cisco.com/en/US/products/ps11324/tsd_products_

support_series_home.html

Cisco Finesse documentation

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_

products_support_series_home.html

Cisco Customer Collaboration Platform

documentation

From Unified CCX Release

12.5(1), CCP documents are

available in the Cisco Unified

CCX documentation folder.

Note

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_

system/virtualization/

virtualization-cisco-unified-contact-center-express.html

Cisco Unified CCX Virtualization

Information

https://www.cisco.com/c/en/us/support/customer-collaboration/

unified-contact-center-express/

products-device-support-tables-list.html

Cisco Unified CCX Compatibility

Information

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in

Cisco Product Documentation at https://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.

Documentation Feedback

To provide your feedback for this document, send an email to:

[email protected]

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Preface

Documentation and Support

CHAPTER 1

Getting Started

•Overview, on page 1

•Authorized Users, on page 2

•Start Unified Intelligence Center, on page 2

•Trust Self-Signed Certificate, on page 3

•View Cisco Unified Intelligence Center Help, on page 5

•Get Help on Cisco Unified Intelligence Center, on page 5

•Get Help on a Report, on page 5

Overview

Unified CCX users can access reports using Cisco Unified Intelligence Center and Cisco Finesse. Unified

Intelligence Center is a comprehensive, end-to-end reporting solution for Unified CCX. You can access

Historical and Live Data reports.

With Unified Intelligence Center, you can complete the following tasks:

• Generate and view reports.

• Filter data in the reports by setting parameters.

• View help for a report.

• Create and view dashboards.

• View permalinks for reports and dashboards.

• Configure thresholds for grid data cells.

• Schedule reports to run at selected intervals.

• Import reports.

• Export reports and report folders.

Customer Journey Analyzer (Trials)

Unified Intelligence Center users can use the reporting platform to launch Customer Journey Analyzer using

Analyzer icon from the left navigation pane.

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Customer Journey Analyzer mines historical data from multiple data sources and systems to generate specific

business views of data. The Analyzer visually displays trends to help you identify patterns and gain insight

for continuous improvement.

You can customize the default Analyzer URL using the CLI set cuic analyzer url <urlname>.

For more information on the CLI, see Cisco Unified Contact Center Express Administration and Operations

Guide at

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.

Authorized Users

The following user groups can access the reports:

• Agents—User can access the Live Data agent reports.

• Supervisors—User can access the Live Data agent and supervisor reports.

To access Unified Intelligence Center Live Data reports, the supervisor should

be assigned an agent extension.

Note

• Reporting users—User can access Historical reports and Live Data reports.

• Live Data reports can only be run by agents, supervisors, and reporting users.

• For more information on the maximum number of reporting users supported to run Live-Data Reports

concurrently on Cisco Unified Intelligence Center, see the Reporting Scaling Considerations section in

Solution Design Guide for Cisco Unified Contact Center Express.

Note

Start Unified Intelligence Center

Access Unified Intelligence Center only after the administrator completes the post installation tasks for Unified

CCX.

Procedure

Step 1 Open a web browser.

Step 2 Use one of the following methods to access Unified Intelligence Center:

• Enter the URL https://<host address> and click Cisco Unified Contact Center Express

Reporting.

• Enter the URL https://<host address>:8444/cuicui/Main.jsp.

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Authorized Users

Host address is the DNS name or IP address of the Unified CCX node.

Unified Intelligence Center does not support HTTP.

Note

Step 3 Enter your username and password.

Step 4 Click Sign In.

Trust Self-Signed Certificate

When you access a server for the first time, the procedure to trust a self-signed certificate is as follows:

The following steps are for an Windows operating system.

Note

Procedure

Step 1 Start Unified Intelligence Center.

Step 2 Perform the following steps to trust the self-signed certificate:

DescriptionOption

If you use

Internet

a. A page appears that states there is a problem with the website's security certificate.

Click Continue to this website (not recommended).

Explorer or The Sign In page opens and a certificate error appears in the address bar of your browser.

Microsoft

Edge: b. Click Certificate Error, and then click View Certificates.

The Certificate dialog box appears.

c. On the Certificate dialog box, click Install Certificate.

The Certificate Import Wizard appears.

d. Click Next.

e. Select Place all certificates in the following store, and then click Browse.

f. Select Trusted Root Certification Authorities, and click OK.

g. Click Next.

h. Click Finish.

ASecurity Warning dialog box appears that asks if you want to install the certificate.

i. Click Yes.

ACertificate Import dialog box that states the import was successful appears.

j. Click OK.

k. Enter your credentials and click Sign In.

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Trust Self-Signed Certificate

DescriptionOption

If you use

Firefox:

a. A page appears that states this connection is untrusted.

b. Click I Understand the Risks, and then click Add Exception.

c. On the Add Security Exception dialog box, ensure the Permanently store this

exception check box is checked.

d. Click Confirm Security Exception.

The page that states this connection is untrusted automatically closes.

e. Enter your credentials and click Sign In.

If you use

Chrome:

a. A page appears that states there is a problem with the website's security certificate.

Click, Advanced >Proceed to <Hostname> (Unsafe).

The Sign In page opens and a certificate error appears in the address bar of your browser.

b. Click on the Certificate Error, and then click, Certificate (Invalid).

The Certificate dialog box appears.

c. In the Details tab, click Copy to File.

The Certificate Export Wizard appears.

d. Click Next.

e. Keep the default selection DER encoded binary X.509 (.CER) and click Next.

f. Click Browse and select the folder in which you want to save the certificate.

g. Enter a recognizable File name and click Save.

h. Click Next.

i. Click Finish.

A successful export message appears.

j. Click OK and close the Certificate Export Wizard.

k. Browse to the folder where you have saved the certificate (.cer file), right click on the

file, and click Install Certificate.

The Certificate Import Wizard appears.

l. Keep the default selection Current User and click Next.

m. Select Place all certificates in the following store and click Browse.

The Select Certificate Store dialog box appears.

n. Select Trusted Root Certification Authorities and click OK.

o. Click Next.

p. Click Finish.

ASecurity Warning dialog box appears that asks if you want to install the certificate.

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Trust Self-Signed Certificate

DescriptionOption

q. Click Yes.

ACertificate Import dialog box that states the import was successful appears.

r. Click OK.

s. Enter your credentials and click Sign In.

View Cisco Unified Intelligence Center Help

In Cisco Unified Intelligence Center, two types of help are available:

•Application-specific help: This help content explains how to use Unified Intelligence Center in general.

•Report-specific help/Template help: This help content explains how to use the report. The help can

describe the fields or provide details of the relationship between the fields, or it can explain how to

interpret the data in the report. This help is available only if it has been created for the report.

For more information on how to add the template help to report, see Add Template Help section.

Get Help on Cisco Unified Intelligence Center

• Click the Help icon on the top right corner of each of the entity listing page to view help contents specific

to that entity.

• Click the Online Help button on the home page to access the help window for Cisco Unified Intelligence

Center.

Ensure to accept the certificate to view the help content.

Note

Get Help on a Report

To get help on a report, perform the following steps

Procedure

Step 1 From the Reports page, click the required report to open the report in the run mode.

Step 2 Click the Template Help icon in the report toolbar.

The report template help appears in a new browser window.

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View Cisco Unified Intelligence Center Help

You can configure template help for the report from the Reports page > Add Help. For more information,

see Add Template Help section.

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