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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
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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
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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
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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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Field Notice
Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that
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Documentation Feedback
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We appreciate your comments.
Reporting Concepts Guide for Webex Contact Center Enterprise
xii
Preface
Communications, Services, and Additional Information
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
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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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