Cisco Webex Contact Center Enterprise User guide

Reporting Concepts Guide for Webex Contact Center Enterprise

First Published: 2020-03-09

Last Modified: 2021-05-14

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CONTENTS

Preface xi

PREFACE

Change History xi

About This Guide xi

Audience xi

Communications, Services, and Additional Information xii

Field Notice xii

Documentation Feedback xii

Understanding Call Center Reporting 13

PART I

Reporting in Webex CCE 1

CHAPTER 1

Overview 1

Access Unified Intelligence Center 2

Stock Reports 2

Customize Report Templates 3

Reporting Data 5

CHAPTER 2

Real Time Data Collection 5

Historical Data Collection 6

Configuration Data 9

Call Detail Data 9

Event Data 10

Miscellaneous 11

Database Tables That Hold Reporting Data 11

Why Report Data Can Differ 13

CHAPTER 3

Reporting Concepts Guide for Webex Contact Center Enterprise

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Automatic Call Distributor and Webex Contact Center Enterprise Reports 13

Real Time and Historical Reports 14

Interval Boundaries 14

Skill Group and Enterprise Skill Group Reports 15

Call Type, Skill Group, Precision Queue, and Service Reports 15

Reports That Show Base Skill and Sub-skill Groups 15

Importance of Configuration and Scripting 17

CHAPTER 4

Configuration 17

Naming Conventions in Configuration 17

Scripting 17

ACD Script Considerations 18

Unexpected Scripting Conditions 18

Reporting Entities and Reporting Concepts 19

PART II

Agents 21

CHAPTER 5

Agent States 21

How Agent States Are Calculated in Reports 24

Agent States, Skill Groups, and Precision Queues 25

Agent State and Task State Relationship 25

Agent State Hierarchy for Multisession MRDs 26

Reports That Show Agent States 27

Agent Logout Reason Codes 27

Agent Not Ready Reason Codes 28

Reports That Show Agent Not Ready Reason Codes 30

Agent Reporting for Outbound Option Campaigns 30

Agent Task Handling 30

Types of Tasks 30

Task Times 33

Reports That Show Agent Task Handling 34

Agent Utilization: Full-Time Equivalents and Percent Utilization 34

Reports That Show Percent Utilization and FTE Metrics 35

Reporting Concepts Guide for Webex Contact Center Enterprise

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Contents

Skill Groups 37

CHAPTER 6

Enterprise Skill Groups 37

Base Skill Groups and Sub-skill Groups 37

Default Skill Group 38

Role of Default Skill Group in Reporting 38

How New Calls Increment Default Skill Group Statistics 38

How Agent-to-Agent Dialing Increments Default Skill Group Statistics 39

How Transferred and Conferenced Calls Increment Default Skill Group Statistics 39

Reports on Skill Group Operations 39

Calls Offered Calculation for Skill Group 40

Reports That Show Skill Group Operations 40

Reports on Agent Activity in Skill Groups 40

Reports That Show Agent Skill Group Activity 41

Skill Group Reporting for Outbound Option Campaigns 41

Reports That Show Skill Group Activity on Outbound Option Campaigns 41

Agent Teams and Supervisors 43

CHAPTER 7

Agent Teams and Supervisors 43

Agent Team Reports 43

Supervisor Activity 43

Barge-In (Webex CCE) 44

Intercept (Webex CCE) 44

Reports That Show Information on Agent Teams 44

Average Speed of Answer 47

CHAPTER 8

How ASA Is Calculated 47

ASA for Agent and Skill Group 48

Reports That Show ASA for Agents 49

ASA for Call Type and Service 49

Reports That Show ASA for Call Type and Service 49

Redirection on No Answer 51

CHAPTER 9

Guidelines for RONA 51

Reporting Concepts Guide for Webex Contact Center Enterprise

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Contents

RONA for System PG 52

RONA Metric Reports 52

Call Types and Services 53

CHAPTER 10

Call Type and Service Type Reports 53

Call Types 53

Guidelines for Call Types 54

Changing Call Types 55

Enterprise Routing and Enterprise Reporting for Calls (Webex CCE) 56

Call Type Reporting 57

Call Type Reporting and Outbound Option Campaigns 57

Call Type Reporting in Parent/Child Deployment 57

Calls Offered Calculation for Call Type 58

How Call Errors Affect Call Type Reporting 58

How Calls with a Bad Label Affect Call Type Reporting 59

How Calls That Experience Redirection on No Answer with IP IVR Affect Call Type Reporting

59

How Calls That Experience Redirection on No Answer with CVPAffect Call Type Reporting 60

How Calls That Terminate Label Node and Route to Nonmonitored Devices Affect Reporting 61

Call Type Reports 61

Services 61

Service Members 61

Enterprise Services (Webex CCE) 62

Service Reports 62

Service Data Reports 62

Bucket Intervals for Cisco Unified Intelligence Center 65

CHAPTER 11

Bucket Intervals 65

Bucket Interval Reports 66

Service Levels 67

CHAPTER 12

About Service Levels 67

Service Level Threshold 67

Service Level Type 67

Reporting Concepts Guide for Webex Contact Center Enterprise

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Contents

Service Level at Call Type 69

Service Level at Skill Group 70

Service Level at Peripheral VRU Service (Webex CCE-Aspect Only) 71

Guidelines for Service Levels 72

Short Calls, Abandoned Calls, and Overflow Calls 73

CHAPTER 13

Short Calls 73

Abandoned Short Calls 74

Answered Short Calls 74

Short Call Reports 75

Abandoned Calls 75

How Abandoned Calls Affect Reporting 75

How Abandoned Short Calls Affect Reporting 76

Abandoned Call Reports 77

Overflow 77

Overflow Reports 77

Outbound Option 79

CHAPTER 14

Reports on Outbound Option Campaign Effectiveness 79

Reports on Agent Performance for Outbound Option Dialing Campaign Calls 79

Campaign Query Rule Reporting 80

Dialer Reporting 81

Import Rule Reporting 81

Transfers and Conferencing 83

CHAPTER 15

Reports on Agent Call Transfers and Conferences 83

Transfer and Conference for Non-voice Tasks 83

Transfers and Conferences Using ACD/Dialed Numbers (Webex CCE) 84

How Database Fields Are Affected by Transfers and Conferences 84

How Types of Calls Are Affected by Transfers and Conferences 85

How Skill Groups Are Affected by Transfers and Conferences 85

Agent Transfer and Conference Reports 87

About Transfers and Conferences 88

Configuration and Scripting for Transfers and Conferences 89

Reporting Concepts Guide for Webex Contact Center Enterprise

vii

Contents

Operational Reporting 91

CHAPTER 16

Trunks and Trunk Groups 91

VRU Self-Service 93

CHAPTER 17

About VRUs 93

VRU Application Reporting 94

Impact of VRU Type on Report Data 94

Self-Service, Information Gathering, and Queuing VRU Applications 94

Monitoring Self-Service and Information Gathering Application Progress 97

Capturing Script Application Data for CVP 97

Reports That Show VRU Metrics 98

Guidelines for Reporting on VRUs 98

Special Reporting Environments 101

PART III

Reporting in a Multichannel Environment 103

CHAPTER 18

Multichannel Options 103

Media Routing Domains 103

Multichannel Reporting Data 104

Report Templates for Multichannel Applications 105

Reporting Implications of Data Loss and Component Failover 107

PART IV

Data Loss and Component Failover 109

CHAPTER 19

Data Loss from PIM Failure and Reporting 109

Other Possible Points of Failover 110

Peripheral Gateway / CTI Manager Service Failover 110

Agent Desktop/Finesse Server Failover 110

Application Instance / MR PG Failover 111

Application Instance / Agent PG CTI Server / PIM Failover 111

Peripheral Gateway Processes 113

PART V

Reporting Concepts Guide for Webex Contact Center Enterprise

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Contents

Peripheral Gateway Processes 115

CHAPTER 20

Overview 115

Peripheral Interface Manager 115

Message Delivery Service 115

Open Peripheral Controller 116

Open Peripheral Interface Data Elements 116

PG Agent 116

Computer Supported Telephony Application Message Example 116

Two Models of Reporting (Webex CCE) 118

Event-Based Reporting 118

Aggregate-Based Reporting 118

Routing and Queuing 119

PART VI

Routing and Queuing 121

CHAPTER 21

Routing 121

Post-routing 121

Skills-Based Routing 122

Queuing 122

ACD Queuing 122

Enterprise Queuing 122

How Calls Offered and Calls Queued Are Incremented 122

Effect of Enterprise Queues on Reporting 123

Precision Queues 125

Network Queuing and Reporting 127

CHAPTER 22

Network VRU and Call Type Metrics 127

Network VRU and Skill Group Metrics 129

Reporting Concepts Guide for Webex Contact Center Enterprise

ix

Contents

Reporting Concepts Guide for Webex Contact Center Enterprise

x

Contents

Preface

•Change History, on page xi

•About This Guide, on page xi

•Audience, on page xi

•Communications, Services, and Additional Information, on page xii

•Field Notice, on page xii

•Documentation Feedback, on page xii

Change History

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

DateSeeChange

January 2020Initial Release of this Document

About This Guide

This guide explains how to interpret reporting data that is stored in, and retrieved from, the Cisco Webex

Contact Center Enterprise (Webex CCE) database. This guide also helps you understand the importance of

planning, configuration, and scripting for accurate reporting data.

Audience

This guide is written for anyone who uses Cisco Unified Intelligence Center (Unified Intelligence Center) to

generate reports using the stock Cisco reporting templates. Stock templates are Cisco templates that are

installed with the reporting application, that are populated from the Webex CCE database, and that are qualified

by Cisco Systems, Inc.

Contact center supervisors and administrators who are responsible for configuring and scripting Webex CCE

will also find this guide useful.

Reporting Concepts Guide for Webex Contact Center Enterprise

xi

Communications, Services, and Additional Information

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• To submit a service request, visit Cisco Support.

• To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit

Cisco Marketplace.

• To obtain general networking, training, and certification titles, visit Cisco Press.

• To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system

that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides

you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that

typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice

Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume

RSS feeds when new announcements are released for the following notices:

• Cisco Security Advisories

• Field Notices

• End-of-Sale or Support Announcements

• Software Updates

• Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/

mynotifications.

Documentation Feedback

To provide comments about this document, send an email message to the following address:

[email protected]

We appreciate your comments.

Reporting Concepts Guide for Webex Contact Center Enterprise

xii

Preface

Communications, Services, and Additional Information

PART I

Understanding Call Center Reporting

•Reporting in Webex CCE, on page 1

•Reporting Data, on page 5

•Why Report Data Can Differ, on page 13

•Importance of Configuration and Scripting, on page 17

CHAPTER 1

Reporting in Webex CCE

•Overview, on page 1

•Access Unified Intelligence Center, on page 2

•Stock Reports, on page 2

•Customize Report Templates, on page 3

Overview

Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center products. It is a

web-based application that provides Historical, Real-time, and Live Data reporting and dashboards.

Unified Intelligence Center serves the following primary purposes:

• Obtains data from the base solution's database. The base solution can be any of the Contact Center

products.

• Allows you to create custom queries to obtain specific data.

• Customizes the visual presentation of the reports.

• Customizes the report data.

• Allows different groups of people to view specific data based on their roles.

Customer Journey Analyzer

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

Analyzer from the left navigation pane.

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

For more information on the CLI, see Cisco Unified Intelligence Center Administration Guide at

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

The 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.

Reporting Concepts Guide for Webex Contact Center Enterprise

1

You must have completed the on boarding process for Cloud Connect to access Customer Journey Analyzer.

Cloud Connect allows Cisco Contact Center on premises customers to connect to cloud services, such as

Customer Journey Analyzer to use Business Metrics.

Note

For more information, see Business Metrics related information in Cisco Unified Contact Center Enterprise

Features Guide at

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

Access Unified Intelligence Center

The URL for logging in to the Unified Intelligence Center reporting application is:

HTTPS

https://<HOST>:8444/cuicui/Main.jsp

Where HOST is the DNS name of a Unified Intelligence Center node.

Cisco Unified Intelligence Center does not support HTTP.

Note

Stock Reports

The following report bundles are available as stock reports for Cisco Unified Intelligence Center:

• Realtime and Historical Transitional templates - Introductory templates designed for new users. These

templates are simplified versions of the All Fields templates, and are similar to templates available in

other contact center solutions.

• Realtime and Historical All Fields templates - Templates that provide data from all fields in a database.

These templates are most useful as a basis for creating custom reports, and include templates for precision

queue routing data.

• Realtime and Historical Outbound templates - Templates for reporting on Outbound Option activity.

Import these templates if your deployment includes Outbound Option.

• Live Data templates - Templates for reports that use the Live Data stream processing system as a data

source. Refresh rates for these reports are much faster than the Realtime or Historical reports--usually

less than every 3 seconds. Reports are available for Agent, Agent Skill Group, Precision Queue, Skill

Group, Recent State History and Recent Call History.

• Contact Sharing templates - Templates for reporting on a Contact Sharing system. You can use the

Contact Sharing reports to understand the current configuration and behavior of the Contact Sharing

system. You can view data on the active configuration of the Contact Sharing routing, the number of

calls routed to each target system for each group, and the calls that have errors during the routing process.

• Cisco Unified Intelligence Center Admin Security templates - Templates to report on Cisco Unified

Intelligence Server audit trails, permissions, and template ownership.

Reporting Concepts Guide for Webex Contact Center Enterprise

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Understanding Call Center Reporting

Access Unified Intelligence Center

•Realtime and Historical Customer Collaboration Platform templates - Templates for reporting on Customer

Collaboration Platform activity. Import these templates if your deployment includes Customer

Collaboration Platform.

The report bundles are available as downloads from Cisco.com. Click the Intelligence Center Reports link

on the downloads page (https://software.cisco.com/download/type.html?mdfid=282163829&catid=null).

Depending on how it was deployed, your installation of Unified Intelligence Center may include all or a subset

of these reports.

Customize Report Templates

You can modify existing report templates or create custom reports templates if you determine that the stock

report templates do not meet your reporting needs. For example, you might customize an existing report

template to monitor a department's activity and performance by creating a collection with objects from only

that department.

See the at https://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html for

directions on customizing report templates.

Reporting Concepts Guide for Webex Contact Center Enterprise

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Understanding Call Center Reporting

Customize Report Templates

Reporting Concepts Guide for Webex Contact Center Enterprise

4

Understanding Call Center Reporting

Customize Report Templates

CHAPTER 2

Reporting Data

•Real Time Data Collection, on page 5

•Historical Data Collection, on page 6

•Configuration Data, on page 9

•Call Detail Data, on page 9

•Event Data, on page 10

•Miscellaneous, on page 11

•Database Tables That Hold Reporting Data, on page 11

Real Time Data Collection

Every 15 seconds (by default), both the Webex CCE Peripheral Gateway and the Call Router produce data

that is forwarded and stored in the databases. This current (real time) data includes data about agents, skill

groups, services, call types, Precision Queues, and other entities. Unified Intelligence Center queries the

database periodically to retrieve the data stored in the Administrative Workstation (AW) database and presents

it to clients, such as reports and message boards. Old real time data is constantly overwritten by new real

time data. No history is kept. Real time data is stored in data fields that reflect four time increments, as

described in the following table:

Table 1: Real Time Data Time Increments

DescriptionReal time data time

increments

“Half” values contain a value for the current half-hour. Real time half-hour values

are not affected by Interval configuration. That is, if you set the historical reporting

interval to 15 minutes, the Half values in real time tables represent the current

half-hour time period falling between xx:00:00 and xx:29:59, or xx:30:00 and

xx:59:59.

For example, if it is currently 09:18:33, the CallsOfferedHalf column in the

Call_Type_Real_Time table contains a value that reflects the first 18 minutes and

33 seconds of the specific half-hour. When a new half-hour begins, at time 09:00:00

or 09:30:00, the database element is reset to zero.

Half

Reporting Concepts Guide for Webex Contact Center Enterprise

5

DescriptionReal time data time

increments

“Now” contains a snapshot of the activity at a particular instant (the last check).

For example, Webex CCE software tracks CallsQNow, which is the number of calls

currently in queue for a route. When a call is answered, the CallsQNow count is

reduced immediately by one (-1) because the call has left the queue. This change is

seen at the next real time update for reports that query for that value.

Now

The “To5” values track data on a rolling five-minute basis. The rolling five-minute

data employs a “sliding” five-minute window. The To5 data is updated every ten

seconds in the database.

To5

To arrive at values for “Today”, Webex CCE software adds the values at the end of

each interval since midnight. It also counts the values for the current half-hour. At

the end of each half hour, half-hour data (for example CallsOfferedHalf) is summed

into the Today data. At midnight, the real time Today count is cleared in the database.

Midnight is defined using the time of the peripheral.

Today

Historical Data Collection

Webex CCE stores historical data in several types of database tables. These tables hold summaries of data

over different periods.

Interval Tables

The Interval tables replace previous Half_Hour tables. The Interval tables have more fields than their

corresponding Half_Hour tables.

The database schema retains the replaced Half_Hour tables for backward compatibility. The solution

does not populate them with data. Their views present the data from their corresponding Interval tables.

Note

You can configure some of these tables to present either 15-minute or 30-minutes summary data. Your

solution requires Unified Intelligence Center to use 15-minute reporting intervals. This table lists the

Interval tables and details of their reporting intervals.

Table 2: Reporting Interval Details

NotesWhere to Set Reporting

Interval

Reporting Interval

(Minutes)

Table

Allowed

Values

Default

PG Explorer >Logical

Controller

15 or 3030Agent_Interval

PG Explorer >Logical

Controller

15 or 3030Agent_Skill_Group_Interval

Reporting Concepts Guide for Webex Contact Center Enterprise

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Understanding Call Center Reporting

Historical Data Collection

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Cisco Webex Contact Center Enterprise User guide

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