Cisco Unified Contact Center Express Historical Reports User Guide

Cisco Unified Contact Center Express Historical Reports User Guide
Cisco Unified Contact Center Express Historical Reports User Guide
Release
First Published: July 06, 2012
Last Modified: November 26, 2012
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CONTENTS
Preface
Preface ix
Overview ix
Audience ix
Organization ix
Glossary x
Conventions x
Related documentation xi
Obtain documentation and submit service requests xi
CHAPTER 1
Overview 1
Unified CCX Historical Reports client 1
System database 1
Unified CCX Historical Reports client interface 2
Start Unified CCX Historical Reports client 3
Modify login and server information 4
Exit Unified CCX Historical Reports client 5
Online help 5
Failover 5
Unified Intelligence Center Reporting Application 6
Authorized users 6
Access Unified IC reporting application 6
Access reports 7
Stock report templates 8
High availability setup 9
CHAPTER 2
Installation and configuration 11
Prerequisites 11
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Install Unified CCX Historical Reports client 12
Upgrade Unified CCX Historical Reports client 13
Uninstall Cisco Unified CCX Historical Reports client 14
Use Cisco Unified CCX Historical Reports InstallShield Wizard 15
User access to Cisco Unified CCX Historical Reports 16
Edit configuration files 19
hrcConfig.ini configuration file 20
sch.ini configuration file 22
Client language changes 24
CHAPTER 3
Description of Historical Reports 27
Reports overview 27
Report details 33
Abandoned Call Detail Activity Report 34
Aborted and Rejected Call Detail Report 35
Agent Call Summary Report 37
Agent Detail Report 39
Agent Login Logout Activity Report 41
Agent Not Ready Reason Code Summary Report 43
Agent State Detail Report 45
Agent State Summary Report (by Agent) 46
Agent State Summary Report (by Interval) 48
Agent Summary Report 50
Agent Wrap-up Data Detail Report 53
Agent Wrap-up Data Summary Report 55
Application Performance Analysis Report 56
Application Summary Report 58
Call Custom Variables Report 59
Called Number Summary Activity Report 63
Chat Agent Detail Report 64
Chat Agent Summary Report 65
Chat Contact Service Queue Activity Report 66
Chat CSQ Agent Summary Report 67
Chat Traffic Analysis Report 68
Common Skill Contact Service Queue Activity Report (by Interval) 70
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Contact Service Queue Activity Report 72
Contact Service Queue Activity Report (by CSQ) 74
Contact Service Queue Activity Report (by Interval) 77
Contact Service Queue Call Distribution Summary Report 80
Contact Service Queue Priority Summary Report 82
Contact Service Queue Service Level Priority Summary Report 83
CSQ–Agent Summary Report 84
Detailed Call by Call CCDR Report 85
Detailed Call CSQ Agent Report 89
Email Agent Activity Report 92
Email Contact Service Queue Activity Report 93
Email Contact Service Queue Agent Activity Report 94
Email Inbox Traffic Analysis Report 95
Email Response Detail Report 95
Email Resolution Detail Report 96
IVR Outbound Campaign Summary Report 97
IVR Outbound CCDR Report 99
IVR Outbound Half Hourly Report (Predictive) 102
License Utilization Hourly Report 103
Preview Outbound Agent Detail Performance Report 104
Preview Outbound Campaign Summary Report 106
Priority Summary Activity Report 109
Remote Monitoring Detail Report 110
Traffic Analysis Report 112
Report Footnotes 113
CHAPTER 4
Historical Reports generation 115
General report settings 115
Generate a report 116
Include charts with report 116
Select date and time range for report 117
Change time zone 117
Detailed report settings 118
Specify sorting method 118
Specify filter parameter 119
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Save and Load report settings 120
Save Report Settings 120
Load Report Settings 121
Change and Save Report Settings 122
Sample historical reports 122
The Report Viewer 122
View reports 123
Change display size 124
Move through the report 124
Find and Move to specific text 125
Display group information 125
Display group information with Group Tree 128
Display group information from Report Chart 128
Print reports 129
Export reports 129
CHAPTER 5
Schedule Historical Reports 131
Scheduled reports information 132
Recommendations for scheduling 133
The Scheduler 133
General settings for Scheduled Reports 134
Choose report to schedule 134
Include charts with Scheduled Report 135
Choose whether to print or export Scheduled Report 135
Print Scheduled Report 136
Export Scheduled Report 136
Use detailed settings for Scheduled Reports 137
Change time zone used for Scheduled Report 138
Choose schedule settings 139
Save schedule 141
Schedule list 142
Arrange order of display 142
Delete schedules 142
Handling Missed Schedules 143
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CHAPTER 6
Log files 145
Log files overview 145
Client System Log Files 146
Historical Reports Client log files 146
Scheduler log files 147
Open log files on Client System 147
Log files on Client System interpretation 148
Server log file 148
APPENDIX A
Cisco Unified CCX reason codes 149
About reason codes 149
System-generated reason code events 150
AGT_RELOGIN 150
CLOSE_CAD 150
CONNECTION_DOWN 151
CRS_FAILURE 151
AGT_RNA 151
AGT_OFFHOOK 151
AGT_RCV_NON_ICD 151
AGT_LOGON 152
PHONE_DOWN 152
WORK_TIMER_EXP 152
CM_FAILOVER 152
PHONE_UP 152
CALL_ENDED 152
DEVICE_RESTRICTED 153
LINE_RESTRICTED 153
CANCEL_RESERVATION 154
AGENT_SKIPS 154
AGT_IPCC_EXT_CHANGED 154
CANCEL_FEATURE 154
SUP_AGT_TO_NOTREADY 154
SUP_AGT_TO_LOGOUT 154
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Preface
This chapter contains the following sections:
• Overview, page ix
• Audience, page ix
• Organization, page ix
• Glossary, page x
• Conventions, page x
• Related documentation, page xi
• Obtain documentation and submit service requests, page xi
Overview
This document provides information to install, upgrade and access the Cisco Unified Contact Center Express
(Unified CCX) Historical Reports Client interface. This document describes how to generate, view, print,
save, and schedule historical reports. It also outlines how to administer the Historical Reports system.
Audience
This document is intended for call center supervisors who prepare and analyze Unified CCX historical reports.
Organization
This document is organized as follows:
Overview, on page 1
Describes the Unified CCX database and the Unified CCX
Historical Reports client interface
Installation and configuration, on page 11 Describes how to install, upgrade and access the Unified CCX
Historical Reports, and how to modify the configuration files
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Glossary
Description of Historical Reports, on page Describes the historical reports
27
Historical Reports generation, on page 115 Describes how to generate, view, print, and save historical
reports
Schedule Historical Reports, on page 131
Describes how to use the Scheduler to automatically generate
historical reports
Log files, on page 145
Describes the Unified CCX Historical Reports system log files
Cisco Unified CCX reason codes, on page Describes the events that result in agents going to the Logout
149
state or Not Ready state
Glossary
For a list of terms used in Unified CCX and Unified IP IVR, see
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_reference_list.html
Conventions
This manual uses the following conventions:
Convention
Description
boldface font
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.
italic 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.
• A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified CCX Installation Guide.
window font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems,Inc. </title></html>
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Related documentation
Convention
Description
<>
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.
Related documentation
Related Unified CCX documentation is available here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
Obtain documentation and submit service requests
To obtain documentation, submit a service request, and gather additional information, see the monthly
What’s New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed
and set the content to be delivered to your desktop using a reader application. The RSS feeds are a free service.
Cisco currently supports RSS version 2.0.
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CHAPTER
1
Overview
Two reporting applications are available for your Unified CCX:
• Unified CCX Historical Reports Client (HRC) is a client-based reporting application that provides
historical reports.
• Unified Intelligence Center (Unified IC) is a web-based reporting application that provides historical
reports.
This section includes the following information:
• Unified CCX Historical Reports client, page 1
• Unified Intelligence Center Reporting Application, page 6
Unified CCX Historical Reports client
With Unified CCX HRC, you can
• Access historical data
• View, print, and save reports
• Sort and filter reports
• Send scheduled reports to a file or to a printer
• Export reports in a variety of formats, including Portable Document Format (PDF), Microsoft Excel,
Rich Text Format (RTF), Extensible Markup Language (XML), and Comma-Separated Values (CSV)
• Prepare custom reports using third-party applications that are designed to create reports from databases
System database
The Unified CCX system stores call activity data in a database on the Unified CCX server. Call activity date
is also stored on the standby server, if one is deployed. The Unified CCX Historical Reports client creates
historical reports based on this data.
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Unified CCX Historical Reports client interface
For more information about the Unified CCX databases, see Cisco Unified Contact Center Express
Administration Guide.
Unified CCX Historical Reports client interface
The following figure shows the Unified CCX Historical Reports window where you perform most of the client
activities from:
Figure 1: Unified CCX Historical Reports Window
1
Item
Reference
Open tool
Save Report Settings, on page 120
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Start Unified CCX Historical Reports client
Item
Reference
2
Save tool
Save Report Settings, on page 120
3
Login tool
Modify login and server information, on page 4
4
Scheduler tool
Schedule list, on page 142
5
Help tool
Online help, on page 5
6
Help button
Online help, on page 5
7
Reset button
General report settings, on page 115
Detailed report settings, on page 118
General settings for Scheduled Reports, on page 134
8
View button1
9
Start and end date and time fields Select date and time range for report, on page 117
The Report Viewer, on page 122
10 Check box for including charts
with a report
Include charts with report, on page 116
11 Report name
Generate a report, on page 116
Include charts with Scheduled Report, on page 135
Choose report to schedule, on page 134
12 Tabs for general and detailed
report settings
General report settings, on page 115
Detailed report settings, on page 118
General settings for Scheduled Reports, on page 134
Use detailed settings for Scheduled Reports, on page 137
13 Reporting tasks
General report settings, on page 115
Load Report Settings, on page 121
Choose report to schedule, on page 134
1 This button changes depending on the reporting task selected
Start Unified CCX Historical Reports client
When you start the Unified CCX Historical Reports client, the client logs in to the Unified CCX server, giving
you access to data stored in the Unified CCX database. The following procedure outlines how to start the
Unified CCX Historical Reports client:
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Modify login and server information
Note
If you attempt to start the Unified CCX Historical Reports client when you do not have access to it, the
User Privileges Missing dialog box opens. If this happens, your system administrator can click Yes and
set up access. Clicking No will not give you access to any reports. See User access to Cisco Unified CCX
Historical Reports, on page 16.
Note
If you are logging in to Historical Reporting Client for the first time, the end user must access the operating
system using the windows account having administrative privileges. For the subsequent login, you can
access using the windows account without administrative privileges.
Procedure
Step 1
Double-click the Historical Reports icon or choose Start > Programs > Cisco Unified CCX Historical
Reports > Cisco Unified CCX Historical Reports.
Note
If you are launching Unified CCX Historical Reports client on Microsoft Windows Vista or Windows
7, right-click Cisco Unified CCX Historical Reports.exe, and select Run as. In the Run As dialog
box, click The following user radio button, login with Cisco Unified CCX Application Administrator
Username and Password, click OK, and follow the instructions.
The Login dialog box opens.
Step 2
Enter your user name and password.
If the client does not have information about the server to log in to, the Server field appears in the Login dialog
box. Enter the IP address or the host name of the Unified CCX server in the Server field.
If the client does have information about the server to log in to but you want to specify a different server,
click Server and enter the IP address or the host name of the server in the Server field.
Step 3
Click OK.
The system displays the Unified CCX Historical Reports window.
Related Topics
Modify login and server information, on page 4
Exit Unified CCX Historical Reports client, on page 5
Modify login and server information
From the Cisco Unified CCX Historical Reports main window, you can log in as a different user or change
the server that you are logged in to.
Procedure
Step 1
Click the Login tool from the Cisco Unified CCX Historical Reports main window or choose Settings >
Login.
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The Login dialog box appears.
Step 2
To log in under a different name, enter the user name and password. To log in to a different server, click
Server and enter the IP address or the host name of the server.
You can log in as a different user and change the server at the same time.
Step 3
Click OK.
Exit Unified CCX Historical Reports client
From the Unified CCX Historical Reports window, choose File > Exit.
Online help
The Unified CCX Historical Reports client provides online help in various ways depending on the window
displayed:
• Clicking the Help button
• Clicking the Help tool
• Choosing Help > Contents or Help > Search for Help On from the menu bar
• Pressing the F1 key
Failover
Your Cisco Unified CCX deployment may include a standby server for the Cisco Unified CCX Database
component. In this case, if the Database component fails over when you are logged in to the Cisco Unified
CCX Historical Reports client, the following message is displayed when you attempt to generate a report:
The connection to the historical database was broken. Please log back
into the Cisco Unified CCX Historical Reports Client to attempt to
reestablish the connection to the database.
If you see this message, log back in to the Unified CCX Historical Reports client. The client then attempts to
connect automatically to the working database server.
If the Unified CCX Server has shut down completely, specify the Standby server IP address when you log
back in. For more information, see Start Unified CCX Historical Reports client, on page 3.
If you run a report after a failover, the response differs based on the type of failover:
• Engine failover: No difference in report generation or node status.
• Database failover: The report generation process stops immediately. You will receive a disconnected
message, and you will be unable to proceed.
◦Log in back to the same Unified CCX node to which you were logged in prior to the failover.
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Unified Intelligence Center Reporting Application
◦If you cannot connect to the same node, it may be due to a shutdown scenario or the Unified CCX
Node Manger not running on that node. In this case, connect to the remaining node.
◦If a database failover occurs when the Scheduler is generating a report, the report generation stops
and the report is not generated. Subsequent scheduled reports will be generated if the failover
process completes before that time.
Unified Intelligence Center Reporting Application
Cisco Unified Intelligence Center reporting is supported as a new reporting mechanism in Unified CCX. With
this reporting application, you can
• Access historical data
• View, print, and save reports
• Sort and filter reports
• Export reports as a Microsoft Excel (.xls) file
• Email the reports in HTML, XLS, or PDF format
• Transfer to remote locations using SFTP, in CSV format
• Prepare custom reports using third-party applications that are designed to create reports from databases
Note
Unified CCX includes Unified Intelligence Center with the standard license enabled.
For more information, see User Guide for the Cisco Unified Intelligence Center Reporting Application,
available here: http://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html
Authorized users
The following users can access Unified Intelligence Center:
• Application administrator
• Reporting user—The Unified CCX administrator must assign this role to you.
For more information, see Cisco Unified CCX Administration Guide, available at: http://www.cisco.com/en/
US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
Access Unified IC reporting application
Historical Reporting Client is the default reporting client for historical reports. The Unified CCX administrator
can enable the Cisco Unified Intelligence Center Reporting Client, then the reporting users can access reports
through the Unified Intelligence Center web interface.
The Unified CCX reports in Unified Intelligence Center are grouped into the following categories:
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• Chat – contains all chat related reports
• Email – contains all email related reports
• Inbound – contains all inbound related reports
• Outbound – contains all outbound related reports
• System – contains system level reports
Note
The above categories appear as folders under Unified CCX reports in the Unified Intelligence Center web
interface.
The Unified Intelligence Center reports are executed on the non-master database, if the database is available.
For more information about selecting the Cisco Unified Intelligence Center Reporting Client as the reporting
client, see Cisco Unified CCX Administration Guide, available at: http://www.cisco.com/en/US/products/sw/
custcosw/ps1846/products_installation_and_configuration_guides_list.html.
To start the Cisco Unified Intelligence Center reporting application, perform the following steps.
Procedure
Step 1
To activate and launch Unified Intelligence Center through Unified CCX:
a) Login to Cisco Unified CCX Administration.
b) Select Tools > Historical Reporting > Reporting Configuration.
c) Select Cisco Unified Intelligence Center Reporting Client (CUIC).
d) Select Update.
e) After successful switch, select Launch CUIC.
Step 2
To launch Unified Intelligence Center using a web browser:
a) Access http://<host address>:8081/cuic or https://<host address>:8444/cuic
where host address is the DNS name or IP Address of a Unified CCX node.
b) Enter your user name and password.
c) Click Log In.
Access reports
Your access to the reporting application depends on administrator-assigned privileges. See Cisco Unified
CCX Administration Guide for more information.
Procedure
Step 1
Step 2
Step 3
Click Reports in the sidebar.
Choose Stock > UCCX.
Choose any of the following sub categories to see the list of reports you are authorized to display:
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Stock report templates
• Chat
• Email
• Inbound
• Outbound
• System
Step 4
Step 5
Choose the report group from which you wish to pick a report.
Click Run.
Note
For field-level help, click the Help icon in the main window of the Cisco Unified IC reporting
application.
Stock report templates
Unified CCX is installed with stock report templates that display data that has been saved in the Unified CCX
database. The stock templates are designed to present Unified CCX data. You can also import report templates
that are populated by another database and set a data source for these templates.
Make a copy of the installed templates and use these copies to do your work.
You cannot do the following with the installed stock templates:
• Change the data source
• Delete the default grid view
• Create additional views (grids, charts, and gauges)
• Set thresholds for fields
• Set drilldowns for fields (Premium license only)
• Hide, move, rename, or modify fields that appear by default in the grid view
You can do the following with the installed stock templates, based on your User Role and Permissions:
• Save As
• Run
• Schedule
• Edit
• Import (requires System Configuration Administrator privilege)
• Export (requires System Configuration Administrator privilege)
• Delete (requires System Configuration Administrator privilege)
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High availability setup
In high availability setup, Unified Intelligence Center reporting is active on both the master and non-master
nodes. Unified Intelligence Center report queries are executed only on the non-master node database. If the
non-master node fails, the report queries are executed from the active master database. When the user access
CUI url on any node, CUIC automatically redirects the browser to the correct node where Cisco Unified IC
is operational and this will minimize the load on the system.
The user is redirected in the following conditions:
• If Cisco Unified IC is up on both nodes, it is redirected to the non-master node.
• If Cisco Unified IC is up on only one node, it is redirected to the node on which Cisco Unified IC is
running.
The user is not redirected if Unified CCX engine is down in a single node Unified CCX set up.
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2
Installation and configuration
The following sections include these topics:
• Prerequisites, page 11
• Install Unified CCX Historical Reports client, page 12
• Upgrade Unified CCX Historical Reports client, page 13
• Uninstall Cisco Unified CCX Historical Reports client, page 14
• User access to Cisco Unified CCX Historical Reports, page 16
• Edit configuration files, page 19
• Client language changes, page 24
Prerequisites
Before you install the Unified CCX Historical Reports client, ensure that you have completed the following
tasks:
• You have installed the Unified CCX server.
• You can access the Unified CCX server from the computer that you installed the Unified CCX Historical
Reports client on.
• You are logged in to the client machine as administrator (where the Historical Reports client will be
installed)
• If you have installed an earlier version of Unified CCX 8.x Historical Reports client,
◦Uninstall the existing Unified CCX Historical Reports client 8.x software before installing the new
version.
◦Uninstall the existing version of IBM Informix database driver included with Unified CCX Historical
Reports client.
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Install Unified CCX Historical Reports client
Note
To avoid blocking the connection between Historical Report Client and Unified CCX Server, use the
Cisco VPN on client machines where Unified CCX Historical Reports client is installed.
Install Unified CCX Historical Reports client
Note
See Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR for a
list of supported operating systems, software, and languages required to install the Unified CCX Historical
Reports client. You can install Cisco Unified CCX Historical Reports client in any of the supported
languages mentioned.
Since Unified CCX 8.0, the Unified CCX Historical Reports client installation processes several operations
on the client computer as mentioned below before installation:
• Installing IBM Informix database driver
• Upgrading data grid components and third-party reporting applications to the latest version
• Creating directories to store the required files
• Installing the Scheduler (the part of Unified CCX Historical Reports that manages and generates scheduled
reports)
Note
The installation of the latest database drivers and Crystal Reports Redistributables may result in the
installation process taking longer than earlier versions.
To install the Unified CCX Historical Reports client, perform the following steps on the client computer.
Procedure
Step 1
From the client computer, log in to the Cisco Unified CCX Administration application or log in to the Unified
CCX Supervision application.
For more information, see Cisco Unified CCX Administration Guide.
Step 2
Perform one of the following actions:
a) From Cisco Unified CCX Administration page, choose Tools > Plug-ins. When the Plug-ins web page
appears, click the Cisco Unified CCX Historical Reports hyperlink.
b) From the Unified CCX Supervision Download web page, click the Cisco Unified CCX Historical Reports
hyperlink.
The File Download dialog box appears.
Step 3
Click the Save button to save the Unified CCX Historical Reports installation file. You can then reinstall
Unified CCX Historical Reports without logging in to the Unified CCX server.
The Save As dialog box appears.
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Upgrade Unified CCX Historical Reports client
Step 4
Specify the directory to save the installation program and click Save.
Step 5
When the installation file finishes downloading, click Open in the Download Complete dialog box. The
computer extracts the required installation files.
When this process finishes, the Cisco Unified CCX Historical Reports Setup window appears.
If you are installing Cisco Unified CCX Historical Reports client on Microsoft Windows Vista or
Windows 7, right-click CiscoUnifiedCCXHistoricalReportInstall.exe, and select Run as
administrator. In the User Account Control dialog box, click Yes to proceed and follow the
instructions.
Click Next in the Cisco Unified CCX Historical Reports Setup window.
The Cisco Unified CCX Historical Reports Setup window displays the License Agreement.
Note
Step 6
Step 7
Read the License Agreement, and click Yes to agree.
The Cisco Unified CCX Historical Reports Setup window prompts you to choose an installation folder.
Step 8
To install the Historical Reports files in the Program Files directory on your computer, click Next.
Otherwise, browse to another directory and click OK, and then click Next.
The Cisco Unified CCX Historical Reports Setup window prompts you to select a program folder.
Step 9
Click Finish.
The installation is complete. The computer restarts.
Step 10 Once the system is restarted, the user must login to the client machine using a windows account that has
administrative privileges. Then login to Historical Reporting Client using a valid Unified CCX user with
Reporting privileges.
See Start Unified CCX Historical Reports client, on page 3.
Related Topics
Prerequisites, on page 11
Upgrade Unified CCX Historical Reports client, on page 13
Uninstall Cisco Unified CCX Historical Reports client, on page 14
User access to Cisco Unified CCX Historical Reports, on page 16
Edit configuration files, on page 19
Client language changes, on page 24
Upgrade Unified CCX Historical Reports client
Note
Exit the client application and the Scheduler on the client computer before proceeding. For instructions,
see Exit Unified CCX Historical Reports client, on page 5 and The Scheduler, on page 133.
To upgrade to the new version of the Unified CCX Historical Reports client, perform the following steps on
the client computer.
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Uninstall Cisco Unified CCX Historical Reports client
Procedure
Step 1
Step 2
Step 3
If you are upgrading Historical Reports client from an earlier version of Cisco Unified CCX Historical Reports
client 8.x, uninstall the existing Cisco Unified CCX Historical Reports client version and restart the system
before installing the new version. See Uninstall Cisco Unified CCX Historical Reports client, on page 14.
Note
Perform Upgrade Unified CCX Historical Reports client only if you are upgrading from an earlier
version of Cisco Unified CCX Historical Reports client 8.x. If you are upgrading from an existing
Cisco Unified CCX Release 7.x Historical Reports client, do not uninstall it manually. The Cisco
Unified CCX Release 8.x or 9.0.x Historical Reports client installer automatically uninstalls the
existing version of the Historical Reports client before installing the latest version.
Download the new version of Unified CCX Historical Reports client installation file.
Double-click the CiscoUnifiedCCXHistoricalReportInstall.exe installation.
A dialog box is displayed to confirm the upgrade process.
Step 4
Click Yes.
The Cisco Unified CCX Historical Reports Setup window appears.
Step 5
To install the Historical Reports files in the Program Files directory on your computer, click Next.
Otherwise, browse to another directory and click OK, and then click Next.
The Cisco Unified CCX Historical Reports Setup window prompts you to select a program folder.
Step 6
Step 7
Click Next to continue with the upgrade.
Click Finish.
The upgrade is complete. The computer restarts.
Related Topics
Prerequisites, on page 11
Install Unified CCX Historical Reports client, on page 12
Uninstall Cisco Unified CCX Historical Reports client, on page 14
User access to Cisco Unified CCX Historical Reports, on page 16
Edit configuration files, on page 19
Client language changes, on page 24
Uninstall Cisco Unified CCX Historical Reports client
Note
Exit the client application and the Scheduler on the client computer before proceeding. For instructions,
see Exit Unified CCX Historical Reports client, on page 5 and The Scheduler, on page 133.
To uninstall Unified CCX Historical Reports client, perform the following steps on the client computer.
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Use Cisco Unified CCX Historical Reports InstallShield Wizard
Procedure
Step 1
Step 2
Step 3
From the Start menu on the client computer, choose Start > All Programs > Cisco Unified CCX Historical
Reports, and click Repair or Remove Cisco Unified CCX Historical Reports.
Note
For Windows Vista or Windows 7 computers, choose Start > All Programs > Cisco Unified CCX
Historical Reports. Right-click Repair or Remove Cisco Unified CCX Historical Reports and
select Run as administrator. In the User Account Control dialog box, choose Yes to proceed, and
follow the instructions.
The Cisco Unified CCX Historical Reports Client installation starts in maintenance mode. You can repair a
corrupted installation or uninstall an existing application of Unified CCX Historical Reports Client.
See Use Cisco Unified CCX Historical Reports InstallShield Wizard, on page 15 to uninstall the Cisco
Unified CCX Historical Reports client.
In Windows XP, you can choose to repair or remove earlier versions of Unified CCX 8.x Historical Reports
client by doing the following tasks:
a) Choose Start > Control Panel and click Add or Remove Programs. The Add or Remove Programs
window opens.
b) Select Cisco Unified CCX Historical Reports.
c) Click Change. The same Cisco Unified CCX Historical Reports InstallShield Wizard is displayed. See
Use Cisco Unified CCX Historical Reports InstallShield Wizard, on page 15 for detailed information.
Note
The above-mentioned a, b, and c are not applicable for Windows Vista and Windows
7.
Use Cisco Unified CCX Historical Reports InstallShield Wizard
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
The Cisco Unified CCX Historical Reports - Installshield Wizard displays the Welcome screen. Click Next.
The Installshield provides you with two options - Repair or Remove the program. To repair installation errors,
click the Repair radio button. To completely remove or uninstall the Historical Reports client, click the
Remove radio button.
To uninstall, click Remove radio-button and click Next.
Click the Remove button. The wizard takes you through the uninstallation.
Click Finish.
On completion of the uninstall, it will prompt you to restart the computer.
Related Topics
Prerequisites, on page 11
Install Unified CCX Historical Reports client, on page 12
Upgrade Unified CCX Historical Reports client, on page 13
User access to Cisco Unified CCX Historical Reports, on page 16
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User access to Cisco Unified CCX Historical Reports
Edit configuration files, on page 19
Client language changes, on page 24
User access to Cisco Unified CCX Historical Reports
Before a user can generate a historical report from the Unified CCX Historical Reports client, you must specify
the Cisco Unified CCX application packages for which the user can generate reports.
To give a user access to historical reporting, you must first set up the user in Cisco Unified CCX Administration.
See Cisco Unified CCX Administration Guide for more information.
The following table shows the historical reports that are available for each Cisco Unified CCX application
package. In this table, “Yes” means that a report is available, and “—” means that a report is not available.
Users can generate reports available within an application if they have access to the application.
Report Name
Unified IP IVR Unified CCX
Standard
Unified CCX
Premium
Abandoned Call Detail Activity Report, on —
page 34
Yes
Yes
Yes
Aborted and Rejected Call Detail Report, on —
page 35
Yes
Yes
Yes
Agent Call Summary Report, on page 37
—
Yes
Yes
Yes
Agent Detail Report, on page 39
—
Yes
Yes
Yes
Agent Login Logout Activity Report, on
page 41
—
Yes
Yes
Yes
Agent Not Ready Reason Code Summary
Report, on page 43
—
Yes
Yes
Yes
Agent State Detail Report, on page 45
—
Yes
Yes
Yes
Agent State Summary Report (by Agent),
on page 46
—
Yes
Yes
Yes
Agent State Summary Report (by Interval), —
on page 48
Yes
Yes
Yes
—
Yes
Yes
Yes
Agent Wrap-up Data Detail Report, on page —
53
Yes
Yes
Yes
—
Yes
Yes
Yes
Agent Summary Report, on page 50
Agent Wrap-up Data Summary Report, on
page 55
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Unified CCX
Enhanced
Installation and configuration
User access to Cisco Unified CCX Historical Reports
Report Name
Unified IP IVR Unified CCX
Standard
Unified CCX
Enhanced
Unified CCX
Premium
Application Performance Analysis Report,
on page 56
Yes
Yes
Yes
Yes
Application Summary Report, on page 58
—
Yes
Yes
Yes
Call Custom Variables Report, on page 59
—
Yes
Yes
Yes
Called Number Summary Activity Report,
on page 63
—
Yes
Yes
Yes
Chat Agent Detail Report, on page 64
—
—
—
Yes
Chat Agent Summary Report, on page 65
—
—
—
Yes
Chat Contact Service Queue Activity Report, —
on page 66
—
—
Yes
Chat CSQ Agent Summary Report, on page —
67
—
—
Yes
Chat Traffic Analysis Report, on page 68
—
—
—
Yes
Common Skill Contact Service Queue
Activity Report (by Interval), on page 70
—
Yes
Yes
Yes
Contact Service Queue Activity Report, on —
page 72
Yes
Yes
Yes
Contact Service Queue Activity Report (by
CSQ), on page 74
—
Yes
Yes
Yes
Contact Service Queue Activity Report (by
Interval), on page 77
—
Yes
Yes
Yes
Contact Service Queue Call Distribution
Summary Report, on page 80
—
Yes
Yes
Yes
Contact Service Queue Priority Summary
Report, on page 82
—
Yes
Yes
Yes
Contact Service Queue Service Level Priority —
Summary Report, on page 83
Yes
Yes
Yes
—
Yes
Yes
Yes
Yes
Yes
Yes
CSQ–Agent Summary Report, on page 84
Detailed Call by Call CCDR Report, on page Yes
85
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User access to Cisco Unified CCX Historical Reports
Report Name
Unified IP IVR Unified CCX
Standard
Unified CCX
Enhanced
Unified CCX
Premium
Detailed Call CSQ Agent Report, on page
89
—
Yes
Yes
Yes
Email Agent Activity Report, on page 92
—
—
—
Yes
Email Contact Service Queue Activity
Report, on page 93
—
—
—
Yes
Email Contact Service Queue Agent Activity —
Report, on page 94
—
—
Yes
Email Inbox Traffic Analysis Report, on
page 95
—
—
—
Yes
Email Response Detail Report, on page 95
—
—
—
Yes
Email Resolution Detail Report, on page 96 —
—
—
Yes
IVR Outbound Campaign Summary Report, —
on page 97
—
—
Yes2
IVR Outbound CCDR Report, on page 99
—
—
—
Yes User
access to
Cisco Unified
CCX
Historical
Reports, on
page 16
IVR Outbound Half Hourly Report
(Predictive), on page 102
—
—
—
Yes User
access to
Cisco Unified
CCX
Historical
Reports, on
page 16
Preview Outbound Agent Detail Performance —
Report, on page 104
—
—
Yes
—
—
—
Yes
Priority Summary Activity Report, on page —
109
—
Yes
Yes
Remote Monitoring Detail Report, on page —
110
Yes
Yes
Yes
Preview Outbound Campaign Summary
Report, on page 106
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Edit configuration files
Report Name
Unified IP IVR Unified CCX
Standard
Unified CCX
Enhanced
Unified CCX
Premium
Traffic Analysis Report, on page 112
Yes
Yes
Yes
Yes
2 To view this report, you must have a Unified CCX Outbound IVR license and a Unified CCX premium license.
To specify the historical reports that a user can generate, perform these steps:
Procedure
Step 1
Log in to Cisco Unified CCX Administration.
For information about logging in to Cisco Unified CCX Administration, see Cisco Unified CCX Administration
Guide.
Step 2
From the Unified CCX Administration menu bar, choose Tools > User Management > Reporting Capability
View.
The User Configuration web page appears.
Step 3
The capability view for the Reporting Management web page contains a pane for the user(s) identified as the
Unified CCX Historical Report Users and another pane with the list of Available Users.
Click the user you wish to provide historical reports access to from the list of available users by clicking the
appropriate directional arrow. You can move users between the two panes by clicking the directional arrows.
Assign one or more Historical Reporting packages for which the user will generate historical reports by
selecting the desired check boxes:
Step 4
Step 5
• IVR
• ICD
Step 6
Click Update to give the user access to historical reports for the selected applications.
To configure another user, repeat Step 4 through Step 6.
Edit configuration files
The Unified CCX Historical Reports client maintains the following configuration files on each client computer:
• hrcConfig.ini—This file is stored in the Cisco Unified CCX Historical Reports directory, which is under
the directory in which you installed the Cisco Unified CCX Historical Reports client system. This file
contains general instructions for the Cisco Unified CCX Historical Reports client system.
• sch.ini—This file is stored in the Cisco Unified CCX Historical Reports/Scheduler directory, which is
under the directory in which you installed the Cisco Unified CCX Historical Reports client system. This
file contains instructions for the Scheduler.
You can edit these configuration files. To edit a configuration file, perform these steps:
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hrcConfig.ini configuration file
Procedure
Step 1
Step 2
Use a text editor to open the configuration file.
Make changes to the parameters, as required.
Caution
If the changes are not recognized by the system, you may corrupt the system.
Step 3
Step 4
Save the file and exit the text editor.
If you edit the hrcConfig.ini file while the Cisco Unified CCX Historical Reports client is running, exit and
restart the client program.
If you edit the sch.ini file, right-click the Scheduler icon in the status area on your Windows task bar and
choose Stop Scheduler. Right-click the Scheduler icon again and select Run Scheduler.
Related Topics
hrcConfig.ini configuration file, on page 20
sch.ini configuration file, on page 22
hrcConfig.ini configuration file
The hrcConfig.ini file contains general instructions for the Cisco Unified CCX Historical Reports client
system. The following table shows the parameters in this file.
Parameter
Explanation
defaultHost
IP address or host name that appears in the Server field in the Cisco
Unified CCX Historical Reports Login dialog box.
Default value: IP address or host name of the server most recently
logged in to.
defaultExportPath
Path name of the default directory in which the Cisco Unified CCX
Historical Reports system stores scheduled reports that are exported
to a file.
Default value: Cisco Unified CCX Historical Reports/reports
directory.
To change the defaultExportPath parameter in the hrcConfig.ini
configuration file follow these guidelines:
1 Make sure that the new directory exists on the shared drive.
2 Enclose the new path in quotation marks. For example:
defaultExportPath= \\209.165.200.225\F$\CRS_REPORTS
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hrcConfig.ini configuration file
Parameter
Explanation
showUserNameOnReport
Specifies whether the username of the user, who is logged in when
a report is generated, appears on the report.
Valid values:
• 0—Name does not appear
• 1—Name appears
Default value: 1
logLevel
Level of detail in which the system records events in the Historical
Reports Client log file.
Valid values:
• 1—Record errors only
• 2—Record errors and warnings
• 3—Record errors, warnings, and debugging messages
Default value: 1
NumOfLogFiles
Number of Historical Reports Client log files that the system
maintains. The system creates a new Historical Reports Client log
file whenever the current Historical Reports Client log file reaches
the size specified by MaxSizeOfLogFiles. (See the next parameter.)
Valid values: Integers 1 or greater
Default value: 10
MaxSizeOfLogFiles
Specifies that the system should create a new Historical Reports
Client log file when the current log file reaches this size in KB.
Valid values: Integers 1 or greater
Default value: 1000
Note
1000 KB is the recommended value for this parameter. A
log file that is much larger than 1000 KB is difficult to
read, and several large log files take up significant disk
space.
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sch.ini configuration file
Parameter
Explanation
TIMEZONE
Specifies the time zone that will be displayed in the Unified CCX
Historical reports. This value can be preset before you login to
Unified CCX Historical Reports client.
You can also change this value from the Historical Reports client
user interface.
Valid values : 0 and 1
Value 0 - Historical report display the time zone of the client’s
machine.
Value 1 - Historical Report display the UTC - GMT time zone.
Default value: 0
database (under [SCH])
Database file in the Cisco Unified CCX Historical Reports/Scheduler
directory in which scheduling information is stored. If you change
this parameter, you must also change the database parameter in the
sch.ini configuration file to the same value.
Valid value: HistoricalReportsScheduler.mdb
DRIVER (under [CRS_DATABASE]) Display only. Name of the database driver.
SERVER (under [CRS_DATABASE]) Display only. IP address or host name of the server from which the
Cisco Unified CCX Historical Reports client obtains historical data.
DATABASE (under
[CRS_DATABASE])
Display only. Name of the main Cisco Unified CCX database on
the server from which the Cisco Unified CCX Historical Reports
client obtains historical data.
UID (under [CRS_DATABASE])
Display only. User identification used to log in to the Cisco Unified
CCX database on the server from which the Cisco Unified CCX
Historical Reports client obtains historical data.
NETWORK (under
[CRS_DATABASE])
Display only. Network library used by the Cisco Unified CCX
Historical Reports client when connecting to the Cisco Unified CCX
database.
Related Topics
Client System Log Files, on page 146
sch.ini configuration file
The sch.ini file contains general instructions for the Scheduler, including the location of the Scheduler database,
the level of detail in which to record log file information, and handling missed schedules. The following table
shows the parameters in this file.
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sch.ini configuration file
Parameter
Explanation
database
Database file in the Cisco Unified CCX Historical Reports/Scheduler
directory in which scheduling information is stored. If you change this
parameter, you must also change the database parameter in the
hrcConfig.ini configuration file to the same value.
Valid value: HistoricalReportsScheduler.mdb
NumOfMissedScheduleRuns
If a scheduled report or iseveral consecutive occurrences of a report are
missed because the Scheduler is not running, this parameter specifies how
many missed reports are generated if you execute missed schedules.
Valid values: Zero or greater
Default value: 1
Missed_daily
For reports that are scheduled to run daily, this parameter specifies whether
the reports should be generated if they are missed and you choose to
execute missed schedules.
Valid values:
• 1—Generate the report
• 0—Do not generate the report
Default value: 1
Missed_weekly
For reports that are scheduled to run weekly, this parameter specifies
whether the reports should be generated if they are missed and you choose
to execute missed schedules.
Valid values:
• 1—Generate the report
• 0—Do not generate the report
Default value: 1
Missed_monthly
For reports that are scheduled to run monthly, this parameter specifies
whether the reports should be generated if they are missed and you choose
to execute missed schedules.
Valid values:
• 1 —Generate the report
• 0—Do not generate the report
Default value: 1
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Client language changes
Parameter
Explanation
Missed_once
For reports that are scheduled to run once, this parameter specifies whether
the reports should be generated if they are missed and you choose to
execute missed schedules.
Valid values:
• 1—Generate the report
• 0—Do not generate the report
Default value: 1
logLevel
Level of detail in which the system records events in the Scheduler log
files.
Valid values:
• 1—Record Scheduler errors only
• 2—Record Scheduler errors and Scheduler warnings
• 3—Record Scheduler errors, Scheduler warnings, and schedule
information
• 4—Record Scheduler errors, Scheduler warnings, and detailed
schedule information
Default value: 3
Related Topics
Handling Missed Schedules, on page 143
Scheduler log files, on page 147
Client language changes
Use the Windows Regional Options settings to select a language that is listed for the Historical Reporting
client in the Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR.
If you set a language that is not supported by your Cisco Unified CCX system, the client system sets English
as the default language.
The Cisco Unified CCX Historical Reports client displays the following information in the language you
select:
• Information displayed in windows and dialog boxes, including field names and button names
• Menu names and menu options
• Field names, headings, and other static items in reports
The client language does not affect the language of the data in reports.
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Client language changes
Caution
Setting the language may affect the display language of other applications that are running on the client
computer.
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CHAPTER
3
Description of Historical Reports
Unified CCX Historical Reports Client (HRC) and Unified Intelligence Center (Unified IC) provide a set of
formatted reports about the operations and activities of your Unified CCX system and the agents using the
system. Reports present information in a tabular form and include charts that highlight important information.
If you require reports other than the system-formatted reports, you can create custom reports. To create
custom reports, see Cisco Unified CCX Historical Reports Administrator and Developer Guide. For more
information on the Cisco Unified IC reports, see Administration Console User Guide for Cisco Unified
Intelligence Center.
The following sections include these topics:
• Reports overview, page 27
• Report details, page 33
• Report Footnotes, page 113
Reports overview
Unified CCX Historical Reports generates voice and e-mail reports. The following table shows the following
information for each report:
• Report Name and Reference—Name of the historical report and reference to the section that describes
the report
• Application Package—Unified CCX packages for which the report is available
• Description—Brief description of the content of the report
Each report is described in alphabetical order in Report details, on page 33.
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Description of Historical Reports
Reports overview
Table 1: Summary of Voice Historical Reports
Report Name and Reference
Abandoned Call Detail
Activity Report, on page 34
Application Package
• Unified CCX Standard
Description
Information about each abandoned call
• Unified CCX Enhanced
• Unified CCX Premium
Aborted and Rejected Call
Detail Report, on page 35
• Unified CCX Standard
Information about each aborted or rejected
call
• Unified CCX Enhanced
• Unified CCX Premium
Agent Call Summary Report,
on page 37
Summary information about inbound and
outbound transfer, conference, and agent
• Unified CCX Enhanced calls
• Unified CCX Standard
• Unified CCX Premium
Agent Detail Report, on page
39
• Unified CCX Standard
Information about each call received or
made by each agent
• Unified CCX Enhanced
• Unified CCX Premium
Agent Login Logout Activity
Report, on page 41
• Unified CCX Standard
Information about the login and logout
activities of each agent
• Unified CCX Enhanced
• Unified CCX Premium
Agent Not Ready Reason
Code Summary Report, on
page 43
Time that each agent spent in Not Ready
state, and agents entered when going to Not
• Unified CCX Enhanced Ready state
• Unified CCX Standard
• Unified CCX Premium
Agent State Detail Report, on
page 45
Time that each agent spent in an agent state,
and why the agent went to Logout state or
• Unified CCX Enhanced Not Ready state
• Unified CCX Standard
• Unified CCX Premium
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Description of Historical Reports
Reports overview
Report Name and Reference
Application Package
Agent State Summary Report
(by Agent), on page 46
• Unified CCX Standard
Agent State Summary Report
(by Interval), on page 48
• Unified CCX Standard
Agent Summary Report, on
page 50
• Unified CCX Standard
Description
The length and percentage of time that
agents spent in each agent state, grouped by
• Unified CCX Enhanced agent name
• Unified CCX Premium
The length and percentage of time that
agents spent in each agent state, grouped by
• Unified CCX Enhanced 30- or 60-minute intervals within the report
period
• Unified CCX Premium
Summary statistics about the activities of
each agent, including call and agent state
• Unified CCX Enhanced activities
• Unified CCX Premium
Agent Wrap-up Data Detail
Report, on page 53
• Unified CCX Standard
Information about wrap-up data
• Unified CCX Enhanced
• Unified CCX Premium
Agent Wrap-up Data
Summary Report, on page 55
Summary information after the agent enters
the Work state associated with the wrap-up
• Unified CCX Enhanced feature
• Unified CCX Standard
• Unified CCX Premium
Application Performance
Analysis Report, on page 56
Summary information about calls received
by each Unified CCX or Unified IP IVR
• Unified CCX Enhanced application
• Unified CCX Standard
• Unified CCX Premium
• Unified IP IVR
Application Summary Report,
on page 58
Summary call statistics for calls presented,
handled, and abandoned from each
• Unified CCX Enhanced application. Information about call talk time,
work time, and abandon time.
• Unified CCX Premium
• Unified CCX Standard
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Description of Historical Reports
Reports overview
Report Name and Reference
Application Package
Call Custom Variables
Report, on page 59
• Unified CCX Standard
Called Number Summary
Activity Report, on page 63
• Unified CCX Standard
Description
Information about any custom variables, that
are set by the Set Session Info step in the
• Unified CCX Enhanced workflow associated with a call or leg. (A
call transfer or redirect initiates a new leg.)
• Unified CCX Premium
Summary information for each number
dialed by callers
• Unified CCX Enhanced
• Unified CCX Premium
Chat Agent Detail Report, on
page 64
• Unified CCX Premium
Summary information about each chat
contact that was handled by an agent.
Chat Agent Summary Report,
on page 65
• Unified CCX Premium
Summary of agent activities, including chat
and agent state.
Chat Contact Service Queue
Activity Report, on page 66
• Unified CCX Premium
Chat CSQ Agent Summary
Report, on page 67
• Unified CCX Premium
Summary information about the agent
activities in a chat CSQ
Chat Traffic Analysis Report,
on page 68
• Unified CCX Premium
Summary information about chat contacts
received by the Unified CCX system during
each day in the report range
Common Skill Contact Service
Queue Activity Report (by
Interval), on page 70
• Unified CCX Standard
Contact Service Queue
Activity Report, on page 72
• Unified CCX Standard
Contact Service Queue
Activity Report (by CSQ), on
page 74
• Unified CCX Standard
Summary information about calls presented,
handled, and abandoned for each group of
• Unified CCX Enhanced CSQs that is configured with the same skills
but different competency levels
• Unified CCX Premium
Summary information about calls presented,
handled, abandoned, and dequeued from
• Unified CCX Enhanced each CSQ, and information about call queue
time and handle time
• Unified CCX Premium
• Unified CCX Enhanced
• Unified CCX Premium
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Summary information about chats presented,
handled, abandoned, and dequeued from
each Contact Service Queue (CSQ), and
information about chat queue time and
handle time
Information about calls routed to CSQs and
service level, grouped by CSQ
Description of Historical Reports
Reports overview
Report Name and Reference
Contact Service Queue
Activity Report (by Interval),
on page 77
Application Package
Description
Information about calls routed to CSQs and
service level, grouped by 30– or 60–minute
• Unified CCX Enhanced intervals within the report period
• Unified CCX Standard
• Unified CCX Premium
Contact Service Queue Call
Distribution Summary Report,
on page 80
• Unified CCX Standard
Number of calls handled and abandoned
within four configurable time intervals
• Unified CCX Enhanced
• Unified CCX Premium
Contact Service Queue
Priority Summary Report, on
page 82
• Unified CCX Standard
Information about the number of calls
presented to each contact service, and the
• Unified CCX Enhanced total and average number of calls presented
for each call priority
• Unified CCX Premium
Contact Service Queue Service
Level Priority Summary
Report, on page 83
• Unified CCX Standard
CSQ–Agent Summary
Report, on page 84
• Unified CCX Standard
Information about the number and
percentage of calls that are handled within
• Unified CCX Enhanced a service level, and the number and
percentage of calls that are handled within
• Unified CCX Premium a service level for each call priority
Summary information about the activities
of an agent in a CSQ
• Unified CCX Enhanced
• Unified CCX Premium
Detailed Call by Call CCDR
Report, on page 85
Information from the Contact Call Detail
Record (CCDR), the contact routing detail
• Unified CCX Enhanced record, and the agent connection detail
record for each leg of a call
• Unified CCX Premium
• Unified CCX Standard
• Unified IP IVR
Detailed Call CSQ Agent
Report, on page 89
Detailed call information about the CSQ that
received the call and the agent handling the
• Unified CCX Enhanced call
• Unified CCX Standard
• Unified CCX Premium
Email Agent Activity Report,
on page 92
• Unified CCX Premium
Summary information about the e-mail
activity for the selected e-mail enabled
agents and the date interval in daily time
buckets
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Description of Historical Reports
Reports overview
Report Name and Reference
Application Package
Description
Email Contact Service Queue
Activity Report, on page 93
• Unified CCX Premium
Email Contact Service Queue
Agent Activity Report, on
page 94
• Unified CCX Premium
Email Inbox Traffic Analysis
Report, on page 95
• Unified CCX Premium
Information about the e-mails received for
the selected e-mail addresses and time period
in daily time buckets
Email Response Detail
Report, on page 95
• Unified CCX Premium
Information about an e-mail response sent
to a customer
Email Resolution Detail
Report, on page 96
• Unified CCX Premium
Information about an e-mail response sent
to a customer
IVR Outbound Campaign
Summary Report, on page 97
IVR Outbound CCDR Report,
on page 99
IVR Outbound Half Hourly
Report (Predictive), on page
102
• Unified CCX Premium
with Outbound IVR
license
• Unified CCX Premium
with Outbound IVR
license
• Unified CCX Premium
with Outbound IVR
license
Summary information about the e-mail
activity for the selected e-mail contact
service queues, and the date interval in daily
time buckets.
Summary information about the e-mail
activity by agents and dates for the selected
e-mail contact service queues, and the date
interval in daily time buckets
Summary information about IVR Outbound
campaign statistics for a specified period.
Call-by-Call information for each leg of an
Outbound IVR call.
Summary information about an Outbound
IVR (predictive) call for every 30 minutes
in the report range.
Note
Preview Outbound Agent
Detail Performance Report,
on page 104
Preview Outbound Campaign
Summary Report, on page 106
• Unified CCX Premium
with the Outbound
license
• Unified CCX Premium
with the Outbound
license
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This report is available only if you
have an Outbound IVR license and
you have selected predictive dialer
type in Unified CCX 8.5.
Information about each agent and Outbound
campaign call details for each agent
Summary information about the Outbound
campaign statistics for a specified period
Description of Historical Reports
Report details
Report Name and Reference
Priority Summary Activity
Report, on page 109
Remote Monitoring Detail
Report, on page 110
Application Package
Description
Summary information about the priority
• Unified CCX Enhanced levels of each call received
• Unified CCX Premium
• Unified CCX Standard
Information about each remote monitoring
session performed by a supervisor
• Unified CCX Enhanced
• Unified CCX Premium
Traffic Analysis Report, on
page 112
Information about calls received by the
Unified CCX system during each day in the
• Unified CCX Enhanced report range
• Unified CCX Standard
• Unified CCX Premium
• Unified IP IVR
Report details
This section provides the following information for each Cisco Unified CCX historical report:
• A description of the report
• A table describing the information that is displayed in each chart produced with the report
• A table describing each field in the tabular section of the report
• A table describing the available sort criterion for the report. For more information, see Detailed report
settings, on page 118.
• A table describing the available filter parameters for the report. You can use a filter parameter limits
information that appears in a report. For more information, see Detailed report settings, on page 118.
Note
A report may show date and time information for an event or an activity, and the start and end time. The
date and time is based on the TIMEZONE configuration in the hrcconfig.ini file.
You can also change the time zone for each report. See Change time zone, on page 117.
The difference between the server time and the selected time zone is displayed within parentheses beside
the start and end time.
The report generated time displayed at the bottom of the report is the local time of the HR client machine.
You can compare the total inbound ACD calls contained in the agent call summary reports with the calls
received in the CSQ activity reports.
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Description of Historical Reports
Abandoned Call Detail Activity Report
When you compare the total calls received from the agent call summary reports with the CSQ Activity reports,
the agent call summary reports usually display more than the number of calls. The agent call summary reports
include non-ACD calls, such as the internal calls initiated during transfers/conferences. These inconsistencies
are likely to occur when the agent phones have multiple lines (non-ACD line) and transfers/conferences are
initiated by these non-ACD lines.
Abandoned Call Detail Activity Report
The Abandoned Call Detail Activity Report provides information about calls that are abandoned. For Unified
CCX calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected.
For Unified IP IVR calls, a call is abandoned if it does not get past the workflow step that sets the handled
flag. If a call has more than one leg that is abandoned (for example, an Unified IP IVR call that is processed
by different applications), each abandoned leg is displayed in this report.
The Abandoned Call Detail Activity Report includes this chart:
Chart Name
Description
Calls Abandoned
Each Day by Final
Call Priority
For each day in the date range, the report displays the total number of calls abandoned
and the final priority of the calls.
The Abandoned Call Detail Activity Report includes a table that shows the following information for each
abandoned call:
Field
Description
Call Start Time
Date and time that this call leg started
Called Number
Telephone number that the caller dialed
Call ANI3
Telephone number of the originator of the call. If originated by an agent, this field
contains the Unified CCX extension of the agent. If originated by a caller other than
an agent, this field displays the telephone number of the caller.
Initial Call Priority
Priority that the Unified CCX workflow assigned to the call when the call was
received, from 1 (lowest) to 10 (highest). All calls start with a default priority of 1,
unless a different priority is set in the workflow.
Call Routed CSQ
Name of one of the CSQs to which the call was queued. Displays ‘...’ to indicate
there is more than one CSQ to which the call was abandoned.
Agent Name
(Agent_ID)
Name of the agent who was presented with the call before it was abandoned. The
string in parentheses displays the login ID of the agent.
Call Skills
Up to three call skills associated with the CSQ to which the call was routed. Multiple
skills are separated by commas. Displays ‘...’ to indicate there is more than one call
skill associated with the CSQ.
Final Call Priority
Priority of the call when it was abandoned, from 1 (lowest) to 10 (highest).
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Description of Historical Reports
Aborted and Rejected Call Detail Report
Field
Description
Call Abandon Time
Date and time that the call was abandoned.
Average Time to
Abandon
Time to abandon is the duration from the time when the call comes to the system to
the time when the call is abandoned. The average time to abandon a call is the average
value for all calls abandoned during the report range.
3 ANI = automatic number identification
You can sort the Abandoned Call Detail Activity Report by:
Sort Criterion
Result
Agent Name
Displays the report by agent name
Call Start Time
Displays the report by the date and time that the call started
Call ANI
Displays the report by the telephone number that the caller is calling from
Call Abandon Time
Displays the report by the date and time that the call was abandoned
Aborted and Rejected Call Detail Report
The Aborted and Rejected Call Detail Report provides information about each call that is aborted or rejected
by the system. A call is aborted if an exception occurs in the workflow that is processing a call. A call is
rejected if system resources reach maximum capacity (for example, the maximum number of CTI ports is
reached).
The Aborted and Rejected Call Detail Report includes this chart:
Chart Name
Description
Total Calls by Contact Displays the number of aborted and rejected calls during the report period.
Disposition
A call is aborted when exceptions occur in executing the workflow that is processing
a call (for example, exceptions such as UndefinedPromptException,
ApplicationMaxSessionsException). In such scenarios, Unified CCX will set up
media and play the error to the caller.
A call is rejected when Unified CM or Unified CCX resources are not sufficient for
accepting incoming calls (for example, an insufficient number of CTI ports).
The Aborted and Rejected Call Detail Report includes a table that shows the following information for each
aborted and rejected call:
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Description of Historical Reports
Aborted and Rejected Call Detail Report
Field
Description
Node ID – Session ID Node ID is the unique numeric ID that the system assigns to each Unified CCX
server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data
– Sequence No.
in the report is migrated from CRS 3.x.) Session ID is the unique session identification
number that the system assigns to a call. Sequence No. is the session sequence number
that the system assigns to each call leg. The session sequence number increases by
1 for each leg of a call.
Call Start Time,Call
End Time
Date and time that the call started, disconnected, transferred, or redirected
Contact Type
Contact type of a call (incoming, outgoing, internal, redirect, transfer-in, preview
outbound)
Contact Disposition
Disposition of the call (aborted or rejected)
Abort/Reject Reason Reason that the call was aborted or rejected
Originator DN4
If Originator Type is 1, this field shows the Unified CCX extension of the agent. If
Originator Type is 2, it shows the CTI5 port number. If Originator Type is 3, it shows
the telephone number of the caller.
Destination DN
If Destination Type is 1, this field shows the Unified CCX extension of the agent.
If Destination Type is 2, it shows the CTI port number. If Destination Type is 3, it
shows the telephone number called.
Called Number
If the call was a transfer, this field shows the number that the call was transferred
to. In other cases, this information is the same as the Original Called No.
Original Called No.
Number originally dialed by the caller. Can be either a route point number or an
agent extension.
Application Name
Name of the Unified CCX or Unified IP IVR application associated with the route
point
Call Routed CSQ
CSQ to which the call was routed. This field is blank if the call was aborted or
rejected before being routed to any CSQ
4 DN = directory number
5 CTI = computer telephony interface
You can sort the Aborted and Rejected Call Detail Report by any of these criteria:
Sort Criterion
Result
Node ID – Session ID Displays the report in the order sorted by node ID, session ID, and sequence number
– Sequence No.
Call Start Time
Displays the report in order of call start times
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Description of Historical Reports
Agent Call Summary Report
Sort Criterion
Result
Abort – Reject
Reason
Displays the report in alphabetical order by abort/reject reason
Called Number
Displays the report in order of the number that the caller dials
You can filter the Aborted and Rejected Call Detail Report by this parameter:
Filter Parameter
Result
Contact Disposition
If you select Aborted, the report shows only aborted calls. If you select Rejected,
the report shows only rejected calls. If you select both options, the report shows both
types of calls.
Agent Call Summary Report
The Agent Call Summary Report shows summary information about each call that was received and made
by the agent. For inbound Unified CCX calls, it shows the average time that the agent spent in Talk state,
Work state, and on hold. For non-Unified CCX calls, it shows the average and maximum talk time for the
agent. For outbound calls, this report shows the average and maximum call time for the agent. It also shows
the number of calls transferred and transferred out by the agent, and the number of conference calls in which
the agent participated.
The Agent Call Summary Report includes these charts:
Chart Name
Description
Total Inbound,
Outbound Calls by
Agent
Number of calls received and calls made by agents.
Average Talk, Hold,
Work Time for
Inbound ACD
For Unified CCX calls received by agents, average time each agent spent in Talk
state, on hold, and in Work state.
Average, Maximum
Call Time for
Outbound Calls
For calls made by agents, average and maximum time each agent spent on the call.
(The time on a call includes time spent dialing, waiting for an answer, and talking.)
The Agent Call Summary Report includes the following information for each agent:
Field
Description
Agent Name
(Agent_ID)
First and last name of the agent.The string in parentheses displays the login ID of
the agent.
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Description of Historical Reports
Agent Call Summary Report
Field
Description
Extension IPCC /
Non-IPCC
The last active Cisco IP Contact Center (IPCC) extension that the Unified
Communications Manager (CM) assigned to the agent during the report period.
The last active non-IPCC extension that the Unified CM assigned to the agent during
the report period. If number of calls to/from non-IPCC extension is zero, then this
field is blank.
Total Inbound
Total number of calls received by the agent. (Equal to inbound ACD calls + inbound
non-ACD calls.)
Inbound ACD—
Total
Total number of Unified CCX calls received by the agent.
Inbound ACD—Avg For Unified CCX calls received, the average time that the agent spent in Talk state,
on hold, and in Work state.
Talk / Hold / Work
Inbound Non-ACD on Number of non-Unified CCX calls received by the agent on an IPCC extension. This
number includes calls made by other agents and by outside parties.
IPCC—Total
Inbound Non-ACD on For non-Unified CCX calls received on an IPCC extension, the average time that
the agent spent talking, and the longest time that the agent spent talking for any one
IPCC— Avg / Max
call.
Talk Time
Inbound Non-ACD on Total number of non-Unified CCX calls received by the agent on a non-IPCC
extension. This number includes calls made by other agents and by outside parties.
non-IPCC—Total
Inbound Non-ACD on For non-Unified CCX calls received on non-IPCC extension, the average time that
the agent spent talking, and the longest time that the agent spent talking on one call.
non-IPCC— Avg /
Max Talk Time
Outbound on
IPCC—Total
Number of calls made by the agent on an IPCC extension, including calls attempted
and calls connected.
Outbound on
IPCC—Avg / Max
Call Time
For outbound calls on IPCC extension, the average call time and the longest call
time. Call time starts when an agent goes off-hook for a call and ends when the call
terminates.
Outbound on
non-IPCC—Total
Number of calls made by the agent on a non-IPCC extension. This number includes
calls attempted and calls connected.
Outbound on
non-IPCC—Avg /
Max Call Time
For outbound calls on non-IPCC extension, the average call time and the longest
call time. Call time starts when an agent goes off-hook for a call and ends when the
call terminates.
ACD Transfer-In
Number of Unified CCX calls transferred to the agent.
ACD Transfer-Out
Number of Unified CCX calls transferred out by the agent.
ACD Conference
Number of inbound Unified CCX conference calls in which the agent participated.
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Agent Detail Report
You can sort the Agent Call Summary Report by:
Sort Criterion
Result
Agent Name
Displays the names of the agents in alphabetical order
Total Inbound Calls
Displays the number of calls received by the agents
Total Outbound Calls Displays the number of calls made by agents
You can filter the Agent Call Summary Report by any of these parameters:
Filter Parameter
Result
Resource Group
Names
Displays information for agents that belong to the specified resource groups.
Agent Names
Displays information for the specified agents.
Skill Names
Displays information for agents who possess the specified skills.
Team Names
Displays information for agents who belong to the selected teams.
Agent Detail Report
The Agent Detail Report contains information about each ACD call that was handled by an agent and each
call that was made by an agent. It also includes information about non-ACD calls. ACD calls are defined as
handled when an agent picks up the call. ACD calls are calls dialed to an ICD route point number. A non-ACD
call is any call that is not dialed to an ICD route point number, for example, an internal call between agents
or an outbound call.
The Agent Detail Report includes this chart:
Chart Name
Description
Total Talk Time,
Hold Time, Work
Time by Agent
For each agent, displays the total talk time, hold and work time spent on calls during
the report period.
The Agent Detail Report includes the following information for every call received or made by each agent:
Field
Description
Agent Name
(Agent_ID)
First and last name of the agent. The string in parentheses displays the login ID of
the agent.
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Description of Historical Reports
Agent Detail Report
Field
Description
Extension
Unified CCX extension that the Unified CM assigned to the agent.
Call Start Time,Call
End Time
Call start time is the date and time that the call leg rang at the agent extension. Call
end time is the date and time call leg was disconnected or transferred.
Duration
Elapsed time between call start time and call end time.
Called Number
Telephone number that the caller dialed.
Call ANI
Telephone number of the originator of the call. If originated by an agent, it is the
Unified CCX extension of the agent. If originated by a caller other than an agent, it
is the telephone number of the caller.
Call Routed CSQ
CSQ that handled the call. A call is handled if a caller is connected to an agent while
queued for this CSQ.
Other CSQs
Name of one of the CSQs to which the call was queued. Displays ‘...’ to indicate
there is more than one CSQ to which the call was queued.
Call Skills
Up to three call skills associated with the CSQ that handled the call. A call is handled
if a caller is connected to an agent.
Talk Time
For Unified CCX calls, elapsed time between the time an agent connected to the call
and the time the call was disconnected or transferred, not including hold time. For
non-Unified CCX calls, the duration of the entire call, if the call was answered.
Hold Time
Total time that the call was on hold. Not applicable to non-Unified CCX calls.
Work Time
Amount of time that an agent spent in Work state after the call. Not applicable to
non-Unified CCX calls.
Call Type
• Inbound ACD—Unified CCX call handled by an agent
• Inbound non-ACD on IPCC—Non-Unified CCX call that an agent received
on IPCC extension
• Inbound non-ACD on non-IPCC—Non-Unified CCX call that an agent received
on non-IPCC extension
• Outbound on IPCC—Call made by an agent on IPCC extension (Unified CCX
or non-Unified CCX)
• Outbound on non-IPCC—Call made by an agent on non-IPCC extension
(Unified CCX or non-Unified CCX)
• Transfer-In—Call transferred to an agent
• Transfer-Out—Call transferred out by an agent
• Conference—Conference call
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Description of Historical Reports
Agent Login Logout Activity Report
You can sort the Agent Detail Report by:
Sort Criterion
Result
Agent Name
Displays the report by agents in alphabetical order.
Call Start Time
Displays the report in call start times.
Call ANI
Displays the report by the telephone number that the caller was calling from.
You can filter the Agent Detail Report by:
Filter Parameter
Result
Resource Group
Names
Displays information for agents that belong to the specified resource group or groups.
Agent Names
Displays information for the specified agents.
Skill Names
Displays information for agents that possess the specified skills. This filter parameter
is the Call Skills field.
Team Names
Displays information for agents who belong to the specified teams.
Call Type
Displays information for the specified call type (Inbound ACD, Inbound non-ACD
on IPCC, Inbound non-ACD on non-IPCC, Outbound on IPCC, Outbound on
non-IPCC, Transfer-In, Transfer-Out, Conference)
Agent Login Logout Activity Report
The Agent Login Logout Activity Report shows each agent's login and logout date and time for each login
session during the report period, and the reason code that an agent entered when logging out. This report also
shows the duration of each login session, and the login time for all login sessions.
The Agent Login Logout Activity Report includes this chart:
Chart Name
Description
Total Logged-In Time For each agent, displays the total time logged in to the Unified CCX system.
for Each Agent
The Agent Login Logout Activity Report includes the following information for each agent:
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Description of Historical Reports
Agent Login Logout Activity Report
Field
Description
Agent Name
(Agent_ID)
First and last name of the agent. The string in parentheses displays the login ID of
the agent.
Extension
The last active Unified CCX extension that the Unified CM assigned to the agent
during the report period.
Login Time
Date and time that the agent logged in to the Unified CCX system. If this information
is preceded by a less-than sign (<), it shows when the agent logged in before the
report began.
Logout Time
Date and time that the agent logged out of the Unified CCX system. If this information
is preceded by a greater-than sign (>), it shows that the agent was still logged in
when the report stopped.
Logout Reason Code Numeric reason code that the agent enters when the agent logs out from the desktop.
Zero indicates that no logout reason code is configured or that the agent was unable
to enter a reason code.
Logged-In Duration
Elapsed time between login and logout times.
Total
Total log-in time for each agent.
Grand Total
Total logged-in time for all agents during the report period.
You can sort the Agent Login Logout Activity Report by:
Sort Criterion
Result
Agent Name
Displays the report alphabetically by agent name.
Login Time
Displays the report by the time the agent logged in.
Logged-in Duration
Displays the report by how long the agents were logged in.
You can filter the Agent Login Logout Activity Report by:
Filter Parameter
Result
Resource Group
Names
Displays information for agents that belong to the specified resource group or groups.
Agent Names
Displays information for the specified agents.
Skill Names
Displays information for agents that possess the specified skills.
Team Names
Displays information for agents who belong to the specified teams.
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Description of Historical Reports
Agent Not Ready Reason Code Summary Report
Agent Not Ready Reason Code Summary Report
The Agent Not Ready Reason Code Summary Report shows how long each agent spent logged in and in Not
Ready state.
This report also shows the length of time that agents spent in Not Ready state by reason code. By default, the
report shows information for eight predefined reason codes. However, you can show additional information
by specifying other reason codes. (See Cisco Unified CCX reason codes, on page 149).
This report can show information for each 30 or 60-minute interval within the report period.
The Agent Not Ready Reason Code Summary Report can include this chart:
Chart Name
Description
Total Not Ready Time For each agent, this report displays the time spent in each not ready reason code. Up
by Agent and Reason to eight reason codes are displayed in detail. Additional reason code appear under
Code
“Other Reason Codes”.
This report includes a table that shows the following information for each agent who remains in Not Ready
state:
Field
Description
Agent Name
(Agent_ID)
First name and last name of the agent. The string in parantheses displays the login
ID of the agent.
Extension
The last active Unified CCX extension that the Unified CM assigned to the agent.
Interval Start
Time,Interval End
Time
Beginning and ending date and time of each 30– or 60–minute interval, if you specify
an interval with the Interval Length filter parameter. Otherwise, the report shows
the beginning and ending date and time of the report range.
Total Logged-in
Time that the agent was logged in to the Unified CCX.
Total Not Ready
Time that an agent spent in Not Ready state during the interval.
Time in RC n1
Time that an agent spent in Not Ready state for the reason code n1, a system-defined
reason code.
Time in RC n2
Time that an agent spent in Not Ready state for the reason code n2, system-defined
reason code.
Time in RC n3
Time that an agent spent in Not Ready state for the reason code n3, system-defined
reason code.
Time in RC n4
Time that an agent spent in Not Ready state for the reason code n4, system-defined
reason code.
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Description of Historical Reports
Agent Not Ready Reason Code Summary Report
Field
Description
Time in RC n5
Time that an agent spent in Not Ready state for the reason code n5, system-defined
reason code.
Time in RC n6
Time that an agent spent in Not Ready state for the reason code n6, system-defined
reason code.
Time in RC n7
Time that an agent spent in Not Ready state for the reason code n7, system-defined
reason code.
Time in RC n8
Time that an agent spent in Not Ready state for the reason code n8, system-defined
reason code.
Time in Other RCs
Time that an agent spent in Not Ready state for the reason codes that are not shown
in the previous 8 columns.
You can sort the Agent Not Ready Reason Code Summary Report by:
Sort Criterion
Result
Agent Name
Displays the report alphabetically by agent name.
You can filter the Agent Not Ready Reason Code Summary Report by:
Filter Parameter
Result
Interval Length
Entire report range—Displays information on the report start and end time and end
time, but it does not display information for specific intervals within the report period.
Thirty (30) minute intervals—Displays information for 30-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 30 minutes after the report start time, and so on.
Sixty (60) minute intervals—Displays information for 60-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 60 minutes after the report start time, and so on.
Resource Group
Names
Displays information for agents who belong to the specified resource group or groups.
Agent Names
Displays the agent names.
Skill Names
Displays the names of agents with specialized skills.
Team Names
Displays the names of agents who belong to selected teams.
Reason Code
Displays information for up to 16 selected reason codes. Additional reason codes
are shown under Time in Other RCs.
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Description of Historical Reports
Agent State Detail Report
When using Cisco Unified Intelligence Center as the reporting client for Unified Contact Center Express
(Unified CCX), the Agent Not Ready Reason Code Summary Report does not display report column headers
for user-defined reason codes when filtering by those user-defined reason codes. The statistics for the reason
codes that are selected in the filter are accurately calculated and displayed in the report, but these statistics
appear under the column headers for the system-defined reason codes. This behavior is different than that of
Historical Reporting Client, in which report headers are dynamically modified based on the report's filter
parameters.
To resolve this issue, create a custom Grid View on the Agent Not Ready Reason Code Summary Report,
renaming the default column headers to be descriptive of the user-defined reason codes. Then, select the
matching reason codes from the Reason Code Value List that is populated in the filter. User-defined reason
codes must be in the AgentStateDetail table to appear in the Reason Code Value List.
Note that there is no mapping between the header and the reason code that is selected in the filter. As a result,
reason codes must be selected in the filter in the same order as the headers are defined in the view. Also, all
reason codes must be selected in the filter if they have headers in the report, or the time in the selected reason
codes will appear in the incorrect column as they are filled left to right in the grid.
Agent State Detail Report
The Agent State Detail Report shows when the agent changed from one state to another. For each agent
specified, it shows the date and time of each state change, the name of the state change, the reason code, for
the change to Logout or Not Ready state, and the length of time spent in each state.
The Agent State Detail Report includes this chart:
Chart Name
Description
Agent State Duration For each agent, displays the time spent in each agent state.
by Agent
The Agent State Detail Report includes a table that shows the following information for each agent:
Field
Description
Agent Name
(Agent_ID)
First name and last name of the agent. The string in parantheses displays the login
ID of the agent.
Extension
The last active Unified CCX extension that the Unified CM assigned to the agent
during the report period.
State Transition Time Date and time that the agent went to the state shown in the corresponding Agent
State field.
Agent State
The state of the agent (Login, Logout, Not Ready, Ready, Reserved, Talk, or Work).
Reason Code
The reason code indicating why the agent went to Logout state or Not Ready state.
0 for other states.
Duration
Time that the agent spent in the state shown in the corresponding Agent State field.
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Agent State Summary Report (by Agent)
You can sort the Agent State Detail Report by:
Sort Criterion
Result
Agent Name
Displays the agent names in alphabetical order, followed by the date and time the
agent went to another state.
You can filter the Agent State Detail Report by:
Filter Parameter
Result
Resource Group
Names
Displays information for agents who belong to the specified resource groups.
Agent Names
Displays information for the specified agents.
Skill Names
Displays information for agents who possess the specified skills.
Team Names
Displays information for agents who belong to the selected teams.
Agent State Summary Report (by Agent)
The Agent State Summary Report (by Agent) shows, the length and percentage of time that the agent spent
in: Not Ready, Ready, Reserved, Talk, and Work states. This report also shows the of time that each agent
was logged in. The Agent State Summary Report (by Agent) information for each 30- or 60-minute interval
within the report period. In this case, the report includes a summary line for each agent that shows the length
and percentage of time that the agent spent in each of the agent states.
The Agent State Summary Report (by Interval) displays the same information grouped by interval. See the
Agent State Summary Report (by Interval), on page 48.
The Agent State Summary Report (by Agent) includes this chart:
Chart Name
Description
Time Spent in Agent
State by Agent
For each agent, displays the length of time spent in each agent state.
The Agent State Summary Report (by Agent) includes:
Field
Description
Agent Name
(Agent_ID)
First name and last name of the agent. The string in parantheses displays the login
ID of the agent.
Extension
The last active Unified CCX extension that the Unified CM assigned to the agent.
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Agent State Summary Report (by Agent)
Field
Description
Interval Start
Time,Interval End
Time
Beginning and ending date and time of each 30- or 60-minute interval, if you specify
an interval with the Interval Length filter parameter. Otherwise, the beginning and
ending date and time of the report range.
Total Logged-in Time Total time that the agent was logged in to the Unified CCX during the interval.
Not Ready Time
Length and percentage of time that an agent spent in Not Ready state during the
interval.
Ready Time
Length and percentage of time that an agent spent in Ready state during the interval.
Reserved Time
Length and percentage of time that an agent spent in Reserved state during the
interval.
Talk Time
Length and percentage of time that an agent spent in Talk state during the interval.
Work Time
Length and percentage of time that an agent spent in Work state during the interval.
Summary
For each agent in the report range, total logged-in time, total and percentage not
ready time, total and percentage ready time, total and percentage reserved time, total
and percentage talk time, and total and percentage work time.
Grand Total
Logged-in time, total and percentage not ready time, total and percentage ready time,
total and percentage reserved time, total and percentage talk time, and total and
percentage work time.
You can sort the Agent State Summary Report (by Agent) by:
Sort Criterion
Result
Agent Name
Displays agent names in alphabetical order.
You can filter the Agent State Summary Report (by Agent) by:
Filter Parameter
Result
Interval Length
Entire report range—Displays the report start time and end time, but does not display
for specific intervals within the report period.
Thirty (30) minute intervals—Displays information for 30-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 30 minutes after the report start time, and so on.
Sixty (60) minute intervals—Displays information for 60-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 60 minutes after the report start time, and so on.
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Agent State Summary Report (by Interval)
Filter Parameter
Result
Resource Group
Names
Displays the names of agents who belong to specified resource groups.
Agent Names
Displays agent names.
Skill Names
Displays information for agents who possess specified skills.
For logged-in and idle time, only the time when the agent was associated with the
selected resource group is considered. For all other report parameters, it displays
information for agents who are associated with the selected resource group without
considering the time when the agent was associated with the selected resource group.
For logged-in and idle time, only the time when the agent was associated with the
selected skill is considered. For all other report parameters, it displays information
for agents who possess the selected skill without considering the time when the agent
was associated with the selected skill.
Team Names
Displays agents who belong to selected teams.
For logged-in and idle time, only the time when the agent was associated with the
selected team is considered. For all other report parameters, it displays information
for agents who are associated with the selected team without considering the time
when the agent was associated with the selected team.
Agent State Summary Report (by Interval)
The Agent State Summary Report (by Interval) shows, the length and percentage of time that the agent spent
these agent states: Not Ready, Ready, Reserved, Talk, and Work. This report also shows the total length of
time that each agent was logged in. The Agent State Summary Report (by Interval) shows information for
each 30 or 60-minute interval within the report period. In this case, the report includes a summary line for
each interval that shows the length and percentage of time that all agents spent the agent states.
The Agent State Summary Report (by Agent) displays the same information grouped by agent. See the Agent
State Summary Report (by Agent), on page 46.
The Agent State Summary Report (by Interval) includes this chart:
Chart Name
Description
Time Spent in Agent
State by Interval
For each time interval, displays the length of time spent in each agent state by all
agents.
The Agent State Summary Report (by Interval) includes the following table:
Field
Description
Interval Start
Time,Interval End
Time
Beginning and ending date and time of each 30- or 60-minute interval, if you specify
an interval with the Interval Length filter parameter. Otherwise, the beginning and
ending date and time.
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Description of Historical Reports
Agent State Summary Report (by Interval)
Field
Description
Agent Name
Displays agent names.
Extension
The last active Unified CCX extension that the Unified CM assigned to the agent.
Total Logged-in Time Time that the agent was logged in to the Unified CCX during the interval.
Not Ready Time
Length and percentage of time that an agent spent in Not Ready state.
Ready Time
Length and percentage of time that an agent spent in Ready state.
Reserved Time
Length and percentage of time that an agent spent in Reserved state.
Talk Time
Length and percentage of time that an agent spent in Talk state.
Work Time
Length and percentage of time that an agent spent in Work state.
Summary
For all agents in each interval, total logged-in time, total and percentage-not-ready
time, total and percentage-ready time, total and percentage-reserved time, total and
percentage-talk time, and total and percentage-work time.
Grand Total
Includes total logged-in time, total and percentage-not-ready time, total and
percentage-ready time, total and percentage-reserved time, total and percentage-talk
time, and total and percentage-work time.
You can sort the Agent State Summary (by Interval) by:
Sort Criterion
Result
Interval Start Time
Displays the report by the start times of the 30- or 60-minute intervals, if you modify
the Interval Length filter parameter.
You can filter the Agent State Summary Report (by Interval) by:
Filter Parameter
Result
Interval Length
Entire report range—Displays information from the report start time to the report
end time, but does not display information for specific intervals within the report
period.
Thirty (30) minute intervals—Displays information for 30-minute intervals within.
The first interval begins when the report starts, and the next interval begins 30 minutes
later, and so on.
Sixty (60) minute intervals—Displays information for 60-minute intervals within.
The first interval begins when the report starts, and the next interval begins 60 minutes
later, and so on.
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Description of Historical Reports
Agent Summary Report
Filter Parameter
Result
Resource Group
Names
Displays information for agents who belong to the selected resource groups. For a
given agent, this report displays information only for the time when the agent was
part of one of the selected resource groups.
Agent Names
Displays information for the selected agents.
Skill Names
Displays information for agents who possess the selected skills. For a given agent,
this report displays information only for the time when the agent possessed one of
the selected skills.
Team Names
Displays information for agents who belong to the selected teams. For a given agent,
this report displays information only for the time when the agent was part of one of
the selected teams.
Agent Summary Report
The Agent Summary Report contains a summary of agent activities, including call and agent state activities.
Note
The average talk time, maximum talk time, and hold time, among others, pertains only to Inbound ACD
calls that are received by the agent. While all these values are incremented for every inbound call, for
outbound calls the field values are not incremented. The values always display as zero.
The Agent Summary Report includes these charts:
Chart Name
Description
Call Handle Ratio by Displays the number of calls handled by each agent divided by the number of calls
Agent
routed to that agent.
Total Calls Handled
by Agent
Displays the number of calls handled by each agent.
Average Talk Time,
Hold Time, Work
Time by Agent
Displays the average time spent in Talk state, on hold, and in Work state.
The Agent Summary Report includes the following information for each agent:
Field
Description
Agent Name
(Agent_ID)
First name and last name of the agent. The string in parantheses displays the login
ID of the agent.
Extension
The last active Unified CCX extension that the Unified CM assigned to the agent.
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Agent Summary Report
Field
Description
Average Logged-In
Time
Logged-in time of the agent divided by the number of logged-in sessions of the agent.
Calls Handled
Number of calls connected to the agent.
If the agent establishes a conference with another agent, this value increases by one
for the conferenced agent.
If the agent transfers a call and the call is transferred back to the agent, this value
increases by two.
Calls Presented
Number of calls sent to the agent, regardless of whether the agent picks up the call.
If a call is connected to an agent, transferred to another agent, and then transferred
back to the original agent, the value for the original agent increases by two (once
for each time the call was presented).
Handle Ratio
Number of calls that the agent handled divided by the number of calls routed to the
agent.
Handle Time—Avg
Average handle time for all calls that the agent handled. Handle time is talk time plus
hold time plus work time.
Handle Time—Max
Longest handle time of any call that the agent handled. Handle time is talk time +
hold time + work time.
Talk Time—Avg
Average talk time for calls that the agent handled. Talk time is the elapsed time
between the time that an agent connects to a call and when the call is disconnected
or transferred, not including hold time.
Talk Time—Max
Longest talk time of any call that the agent handled. Talk time is the elapsed time
between the time that an agent connects to a call and when the call is disconnected
or transferred, not including hold time.
Hold Time—Avg
Average total hold time for calls that the agent handled.
Hold Time—Max
Longest hold time of any call that the agent handled.
Work Time—Avg
Average amount of time that an agent spent in Work state after calls.
Work Time—Max
Longest amount of time that an agent spent in Work state after any call.
Idle Time—Avg
Average amount of time that an agent spent in Not Ready state.
Idle Time—Max
Longest amount of time that an agent spent in Not Ready state.
You can sort the Agent Summary Report by:
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Description of Historical Reports
Agent Summary Report
Sort Criterion
Result
Agent Name
Displays agent names in alphabetical order.
Avg Logged-In Time Displays the average time that agents were logged in.
Total Calls Presented Displays the number of calls routed to agents.
Total Calls Handled
Displays the number of calls handled by agents.
You can filter the Agent Summary Report by the following parameters. For the Top N and the Bottom N
parameters, specify the number (N) of agents that you want the report to show. For example, if you specify
3 for the Top N Calls Handled/Presented Ratio parameter, the report shows the three agents with the largest
ratios. If more than n agents, where n is the number that you specify, have identical largest or smallest values,
the report shows the first n agents in alphabetical order.
Filter Parameter
Result
Resource Group
Names
Displays information for agents who belong to the selected resource groups.
Displays information for agents who possess the selected skills.
• For logged in and idle time, this report displays information for the agent only
for the time when the agent belonged to one of the selected resource groups.
• For all other report parameters, this report displays information for the agent
without considering the time when the agent belonged to one of the selected
resource groups.
Agent Names
Displays information for the selected agents.
Skill Names
Displays information for agents who possess the selected skills.
For a given agent, this report displays information as follows:
• For logged in and idle time, this report displays information for the agent only
for the time when the agent was associated with one of the selected skills.
• For all other report parameters, this report displays information for the agent
without considering the time when the agent was associated with one of the
selected skills.
Team Names
Displays information for agents who belong to the selected teams.
For a given agent, this report displays information as follows:
• For logged in and idle time, this report displays information for the agent only
for the time when the agent belonged to one of the selected teams.
• For all other report parameters, this report displays information for the agent
without considering the time when the agent belonged to one of the selected
teams.
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Description of Historical Reports
Agent Wrap-up Data Detail Report
Filter Parameter
Result
Top N Calls
Handled/Presented
Ratio
Displays information for the n agents with the largest ratios of calls handled to calls
routed.
Bottom N Calls
Handled/Presented
Ratio
Displays information for the n agents with the smallest ratios of calls handled to
calls routed.
Top N Avg Hold
Time
Displays information for the n agents with the longest average hold times.
Bottom N Avg Hold
Time
Displays information for the n agents with the shortest average hold times.
Top N Avg Talk Time Displays information for the n agents with the longest average talk times.
Bottom N Avg Talk
Time
Displays information for the n agents with the shortest average talk times.
Top N Avg Work
Time
Displays information for the n agents with the longest average work times.
Bottom N Avg Work
Time
Displays information for the n agents with the shortest average work times.
Top N Avg Handle
Time
Displays information for the n agents with the longest average handle times.
Bottom N Avg
Handle Time
Displays information for the n agents with the shortest average handle times.
Agent Wrap-up Data Detail Report
The Agent Wrap-up Data Detail Report displays the details entered by an agent when entering the Work state
after attending an Automatic Contact Distribution (ACD) call. With the wrap-up data feature, an agent can
enter the Work state to update data associated with that call. These reports provide information about incoming
ACD calls and preview outbound calls.
The Agent Wrap-up Data Detail Report includes these charts:
Chart Name
Description
Total Calls by Agent
and Wrap-up data
Displays the number of called handled by each agent (account enquiry, new customer
information, and VIP customer information) for each wrap-up data
The Agent Wrap-up Data Detail Report includes a table that shows the following information:
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Description of Historical Reports
Agent Wrap-up Data Detail Report
Field
Description
Agent Name (Agent_ID)
The name of the agent who handled the ACD call. The string in parantheses displays the login
ID of the agent.
Extension
The ACD extension of the agent who handled the call.
NodeID-SessionID-SessionSeqNum The Node ID of the Unified CCX engine which processed the call. Session ID and session sequence
number assigned to the call. Together, these three values uniquely identify an ACD call processed
by the system.
Call Start Time
The time when the call is connected with the agent.
Call End Time
The time when the call is disconnected from the agent.
Call ANI
The phone number of the calling party.
Called Number
The number dialed by the calling party.
Call Routed CSQ (Skills)
The CSQ to which the call is routed and handled. A call can be queued to multiple CSQs.
Talk Time
The time the agent spent in talking to the caller.
Hold Time
The time the agent spent in putting the caller on hold.
Work Time
The time the agent spent in After-call Work state.
Wrap-Up Data
The textual description of the wrap-up data, as entered by the agent in work state.
You can sort the Agent Wrap-up Data Detail Report by:
Sort Criterion
Result
Agent Name
Displays the agent names in alphabetical order. Within the same agent, report data
is sorted by call start time.
You can filter the Agent Wrap-up Data Detail Report by:
Filter Parameter
Result
Agent Name
Displays the selected agent(s) to be displayed in the report.
Resource Group
Name
Displays agents who belong to the selected resource groups.
Skill Name
Displays agents with selected skills. This filter parameter is independent of or not
the same as the Call Routed CSQ (Skills) field.
Team Name
Displays agents who belong to the selected team(s).
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Agent Wrap-up Data Summary Report
Agent Wrap-up Data Summary Report
The Agent Wrap-up Data Summary Report shows information of each wrap-up data.
The Agent Wrap-up Data Summary Report these charts:
Chart Name
Description
Total ACD Calls by
Wrap-up Data
Displays the number of calls handled by the agent for each wrap-up data.
Average Handle,
Talk, Work Time by
Wrap-up data
Displays the time spent (handling the ACD call, talk time, and work time) by the
agent for each wrap-up data.
The Agent Wrap-up Data Summary Report includes the following table:
Field
Description
Wrap-Up Data
Textual description of the wrap-up data, as entered by the agent in Work state.
Total ACD Calls
Number of ACD calls to which this wrap-up data is associated.
Total Handle Time
Total handle time of the ACD calls to which this wrap-up data is associated. Handle
time refers to the combined total of the talk, hold, and work times.
Average Handle Time Total handle time divided by total ACD calls for this wrap-up data.
Max Handle Time
Maximum handle time of the ACD calls to which this wrap-up data is associated.
Total Talk Time
Total time that the agent spends talking to the caller.
Average Talk Time
Total talk time divided by total ACD calls for this wrap-up data.
Max Talk Time
Maximum time that the agent spends talking to the caller.
Total Talk Time as % Total talk time divided by total handle time, for this wrap-up data. This total is then
of Total Handle Time converted to percentage format.
Total Work Time
Total time spent by agents in the Work state for all ACD calls to which this wrap-up
data is associated.
Average Work Time
Total work time divided by total ACD calls for this wrap-up data.
Max Work Time
Maximum time spent by agents in the Work state for all the ACD calls to which this
wrap-up data is associated.
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Application Performance Analysis Report
Field
Description
Total Work Time as
% of Total Handle
Time
Total work time divided by total handle time, for this wrap-up data. This total is then
converted to percentage format.
You can sort the Agent Wrap-up Data Summary Report by:
Sort Criterion
Result
Wrap-Up Data
Displays the report in alphabetical order by wrap-up data text.
Total ACD Calls
Displays the report in ascending order of the number of ACD calls.
Total Handle Time
Displays the report in ascending order of the call handle time.
Average Handle Time Displays the report in ascending order of average call handle time.
Total Talk Time
Displays the report in ascending order of total talk time.
Average Talk Time
Displays the report in ascending order of average talk time.
Total Work Time
Displays the report in ascending order of total work time.
Average Work Time
Displays the report in ascending order of average work time.
You can filter the Agent Wrap Data Summary Report by:
Filter Parameter
Result
Wrap-Up Data
Displays statistics of the selected wrap-up data.
Application Performance Analysis Report
The Application Performance Analysis Report shows information about calls presented to, handled by, and
abandoned from each Unified CCX or Unified IP IVR application.
The Application Performance Analysis Report includes charts:
Chart Name
Description
Calls Presented by
Application
Displays the number of calls that each application received.
Calls Handled vs.
Calls Abandoned by
Application
Displays the number of calls handled by each application and number of calls
abandoned while in each application.
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Application Performance Analysis Report
Chart Name
Description
Average Call
Duration by
Application
Displays the average length of calls that each application received.
The Application Performance Analysis Report includes the following table for each Unified CCX or Unified
IP IVR application:
Field
Description
Application ID
Identification number that the Unified CCX system assigned to the application.
Application Name
Name of the Unified CCX or Unified IP IVR application.
Calls Presented
Number of calls received by the application. This number is equal to the number of
calls handled by the application plus the number of calls abandoned while in the
application.
Calls Handled6
Number of calls handled by the application. When a call arrives to a script that
redirects it to another number, and no 'Set Contact Info - handled' step is used, the
call is marked as handled based on the contact type of the call. If the call has a contact
type of outgoing, internal, or transfer-in, the call is marked as handled.
Calls Abandoned
Number of calls abandoned, aborted, or rejected while in the application. A call is
abandoned if it does not reach the workflow step that defines the call as handled, or
if the caller hangs up before the call is connected to an agent.
Abandon Rate (per
hour)
Average number of calls abandoned in each hour while in the application.
Avg Call Duration
Average time that elapsed from the time that the call entered this workflow until the
call exited this workflow by hanging up or entering another workflow.
6 Calls Presented and Calls Handled include internal calls.
You can sort the Application Analysis Performance Report by:
Sort Criterion
Result
Application ID
Displays the report by the identification number that the system assigned to each
application.
Calls Presented
Displays the report by the number of calls received by each application.
Call Abandon Rate
Displays the report by the average number of calls abandoned per hour while in each
application.
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Application Summary Report
Application Summary Report
The Application Summary Report contains summary call statistics for each Unified CCX or Unified IP IVR
application. It includes information for presented, handled, abandoned, flow-in, and flow-out calls. It also
includes information about call talk time, work time, and abandon time.
The Application Summary Report includes this chart:
Chart Name
Description
Calls Presented by
Application
Displays the number of calls received by each Unified CCX or Unified IP IVR
application.
The Application Summary Report includes the following table for each Unified CCX or Unified IP IVR
application:
Field
Description
Application Name
Name of the Unified CCX or Unified IP IVR application.
Called Number
For outbound calls that are transferred to a Unified CCX route point and handled by
an application, the telephone number dialed by the caller who initiated the original
outbound call.
For incoming calls handled by an application:
• If the call is placed from a Cisco Unified Communications phone, the telephone
number dialed by the caller.
• If the call is placed from outside of VoIP network (for example, from the PSTN
of a TDM PBX), the Unified CM directory number to which the VoIP gateway
routes the call.
Calls Presented
Number of calls received by the application. This number is equal to the number of
calls handled by the application plus the number of calls abandoned while in the
application.
Flow-In
Number of calls redirected to this application from another application by a workflow.
Does not include calls that come from another agent or an external system such as
a voice messaging system.
Flow-Out
Number of calls that this application sent to another application or external destination
without being handled by an agent.
Calls Handled7
Number of calls handled by the application or by an agent. A call is handled by the
application when it reaches the workflow step that defines the call as handled. A call
is handled by an agent when the call is connected to and answered by an agent.
Avg Speed Answer
Calculated as queue time divided by number of calls.
Calls that do not connect to an agent are not included in this calculation.
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Description of Historical Reports
Call Custom Variables Report
Field
Description
Avg Talk Time
Average talk time for all calls handled by an agent. Talk time is the elapsed time
between the time that an agent connects to a call and when the call is disconnected
or transferred, not including hold time. This value is calculated as total talk time
divided by number of calls handled by the agent.
Calls that do not connect to an agent are not included in this calculation.
Avg Work Time
The average time an agent spends in Work state after completing the call. This value
is calculated as total work time divided by number of calls handled by the agent.
Calls that do not connect to an agent are not included in this calculation.
Calls Abandoned
Number of calls abandoned by this application. A call is abandoned if it does not
reach the workflow step that defines the call as handled or if the caller terminates
the call before an agent answers it. This value includes calls aborted or rejected by
the system.
Avg Abandon Time
Average duration of calls before they were abandoned.
7 Calls Presented and Calls Handled include internal calls.
You can sort the Application Summary Report by:
Sort Criterion
Result
Application Name
Displays the report in alphabetical order by the application names.
You can filter the Application Summary Report by:
Filter Parameter
Result
Application Names
Displays information for the selected applications.
Call Custom Variables Report
The Call Custom Variables Report shows information about custom variables set by the Set Session Info step
in the workflow that the Unified CCX or Unified IP IVR application associated with this call.
The Call Custom Variables Report includes the following information:
Field
Description
Node ID – Session ID Node ID is the unique numeric ID assigned by the system to each Unified CCX
server in the cluster. It starts with 1. Session ID is the unique session identification
– Sequence No.
number assigned by the system to each call. Sequence No. is the session sequence
number assigned by the system to each call leg. The session sequence number
increases by one for each leg of a call.
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Call Custom Variables Report
Field
Note
Description
A Node ID value of 0 indicates that the data in the report migrated from Cisco CRS
3.x.
Start Time,End Time Date and time that the call started and disconnected, transferred, or redirected.
Contact Disposition
Disposition of a call (abandoned, handled, aborted, or rejected).
For an Unified CCX call, a call is abandoned if the call disconnects before connecting
to an agent. The call is handled when the call is connected to an agent.
For an Unified IP IVR call, a call is abandoned if it does not reach the workflow
step that defines the call as handled. The call is handled when it reaches this step.
A call is aborted when problems occur in executing the workflow script (for example,
the workflow script throws exceptions).
A call is rejected when Unified CM or Unified CCX resources are not sufficient for
accepting incoming calls (for example, an insufficient number of CTI ports).
Agent Name
(Agent_ID)
For an Unified CCX call, the name of the agent who handled this call. The string in
parantheses displays the login ID of the agent.
Application Name
The name of the Unified CCX or Unified IP IVR application associated with the
route point.
Custom Variable 1
The contents of the variable _ccdrVar1, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 2
The contents of the variable _ccdrVar2, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 3
The contents of the variable _ccdrVar3, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 4
The contents of the variable _ccdrVar4, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 5
The contents of the variable _ccdrVar5, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 6
The contents of the variable _ccdrVar6, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 7
The contents of the variable _ccdrVar7, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
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Call Custom Variables Report
Field
Description
Custom Variable 8
The contents of the variable _ccdrVar8, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 9
The contents of the variable _ccdrVar9, if this variable is set by the Set Session Info
step in the workflow that the Unified CCX or Unified IP IVR application associated
with this call or this leg invoked.
Custom Variable 10
The contents of the variable _ccdrVar10, if this variable is set by the Set Session
Info step in the workflow that the Unified CCX or Unified IP IVR application
associated with this call or this leg invoked.
You can sort the Call Custom Variables Report by:
Sort Criterion
Result
Node ID – Session ID Displays the report by Node ID, Session ID, and Sequence Number of the call.
– Sequence No.
Call Start Time
Displays the report by call start times.
You can filter the Call Custom Variables Report by:
Filter Parameter
Result
Original Called
Number
Displays information for the specified original called number or numbers
Called Number
Displays information for the specified called number or numbers.
Calling Number
Displays information for the specified calling number or numbers. Calling number
is the same as Originator DN.
Application Name
Displays information for the specified application or applications.
Contact Type
Displays information for the specified contact type or types (incoming, outgoing,
internal, redirect, transfer-in, or outbound preview).
Originator Type
Displays information for the specified originator type or types (agent, device, or
unknown).
Destination Type
Displays information for the specified destination type or types (agent, device, or
unknown).
Duration Greater
Than or Equal to T
seconds
Displays calls with a duration greater than or equal to the number of seconds specified
by T.
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Call Custom Variables Report
Filter Parameter
Result
Duration Less Than or Displays calls with a duration less than or equal to the number of seconds specified
Equal to T seconds
by T.
Custom Variable 1
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 1 contains the string or any of the substrings entered.
Custom Variable 2
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 2 contains the string or any of the substrings entered.
Custom Variable 3
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 3 contains the string or any of the substrings entered.
Custom Variable 4
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 4 contains the string or any of the substrings entered.
Custom Variable 5
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 5 contains the string or any of the substrings entered.
Custom Variable 6
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 6 contains the string or any of the substrings entered.
Custom Variable 7
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 7 contains the string or any of the substrings entered.
Custom Variable 8
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 8 contains the string or any of the substrings entered.
Custom Variable 9
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 9 contains the string or any of the substrings entered.
Custom Variable 10
Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls for
which Custom Variable 10 contains the string or any of the substrings entered.
Any Custom Variable Enter a whole string or a substring for which to search. Separate multiple strings
with commas. When this filter parameter is specified, the report displays calls with
any of the 10 custom variables containing the string or any of the substrings entered.
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Description of Historical Reports
Called Number Summary Activity Report
Called Number Summary Activity Report
The Called Number Summary Activity Report shows information about each number dialed by an inside or
outside caller. This report includes information for calls to Unified CCX and Unified IP IVR applications and
for calls to agents.
The Called Number Summary Activity Report includes these charts:
Chart Name
Description
Total Calls by Called Displays the number of calls to each number, including calls to applications and
Number
calls to agents.
Average Call
Duration by Called
Number
Displays the average time that each call lasted for each number dialed.
The Called Number Summary Activity Report includes the following table for each number called:
Field
Description
Called Number
For a call to a Unified CCX or Unified IP IVR application, the route point number
associated with the application. For a call to an agent, the extension of the destination
agent.
Call Type
Call to an application or call to an agent.
Total Calls
Number of calls to each number.
Avg Calls (per day)
Average number of calls per day.
Avg Call Duration
Average duration of calls to each number.
You can sort the Called Number Summary Activity Report by:
Sort Criterion
Result
Called Number
Displays the report by the number called. For calls to an application, this number is
the route point number. For calls to an agent, this number is the extension of the
agent.
Total Calls
Displays the report by the total number of calls that were originally dialed to each
number.
Avg Call Duration
Displays the report by the average duration of calls to each number.
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Description of Historical Reports
Chat Agent Detail Report
Chat Agent Detail Report
The Chat Agent Detail Report information about each chat contact that was handled by an agent.
The Chat Agent Detail Report includes this chart:
Chart Name
Description
Total Active Time,
Accept Time by
Agent
For each agent, displays the active time and accept time spent on all chat contacts
during the report period.
The Chat Agent Detail Report includes the following table for every chat contact received by an agent:
Field
Explanation
Agent
Name(Agent_ID)
First name and last name of the agent. The string in parantheses displays the login
ID of the agent.
Chat Start Time
Time at which the chat contact is offered to an agent.
Chat End Time
Time at which agent ends the chat.
Duration
Elapsed time between chat start time and chat end time.
Chat Originator
Contact ID which uniquely identifies a chat contact.
Chat Routed CSQ
CSQ through which the chat contact was routed to an agent.
Chat Skills
Skills associated with an agent for handling a chat contact.
Active Time
Talk time for the chat agent.
Accept Time
Time the agent spent in accepting the chat contact.
Chat Type
Type of chat contact.
You can sort the Chat Agent Detail Report by:
Sort Criterion
Result
Agent Name
Displays the names of the agents in alphabetical order.
Chat Start Time
Displays the report by chat start times.
You can filter the Chat Agent Detail Report by:
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Chat Agent Summary Report
Filter Parameter
Result
Agent Names
Displays information for the specified agents.
Skill Names
Displays information for agents that possess the specified skills.
Team Names
Displays information for agents who belong to the specified teams.
Chat Type
Displays information for the specified chat type (incoming).
Chat Agent Summary Report
The Chat Agent Summary Report contains a summary of the activities of agents, including chat and agent
state activities.
The Chat Agent Summary Report includes these charts:
Chart Name
Explanation
Total Presented vs
Handled Chats by
Agent
Displays the number of chat contacts handled and the number of chat contacts
presented for each agent.
Average Accept and Displays the average time to accept the chat contact request and the average time
Active Chat Time for spent in Busy state for each agent.
Agents
The Chat Agent Summary Report includes a table that shows the following information for each agent:
Field
Explanation
Agent
Name(Agent_ID)
Displays the first name and last name of the agent. The string in parentheses displays
the login ID of the agent.
Total Presented
Displays the number of chats sent to the agent, and whether the agent accepted the
chat.
Total Handled
Displays the number of chats accepted by agent
Active Time—Avg
Displays the average chat time for all chats that the agent handled.
Active Time—Max
Displays the longest chat time of a chat that the agent handled.
Accept Time—Avg
Displays the average accept time for all chats that the agent accepted.
Accept Time—Max
Displays the longest accept time of any chat that the agent accepted.
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Description of Historical Reports
Chat Contact Service Queue Activity Report
You can sort the Chat Agent Summary Report by:
Sort Criterion
Result
Agent Name
Displays the agent names in alphabetical order.
Total Chats Presented Displays the report by the number of chats presented to agents.
Total Chats Handled
Displays the report by the number of chats handled by agents.
You can filter the Chat Agent Summary Report by:
Filter Parameter
Result
Agent Names
Displays information for specified agents
Skill Names
Displays information for agents who possess specified skills
Team Names
Displays information for agents who belong to selected teams
Chat Contact Service Queue Activity Report
The Chat Contact Service Queue Activity Report shows a summary of chats presented to, handled by, and
abandoned from each CSQ. It also shows the average and maximum time information for chats handled and
queued.
The Chat Contact Service Queue Activity Report includes these charts:
Chart Name
Explanation
Max Queue Time for Displays the chat with the longest queue time for each CSQ
Chats Presented by
CSQ
Average Handle Time Displays the average handle time for chats handled for each CSQ
by CSQ
The Chat Contact Service Queue Activity Report includes the following information for each CSQ:
Field
Explanation
CSQ Name
Displays the name of the CSQ
Chats Presented
Displays the number of chats routed to the CSQ regardless of whether an agent
accepted the chat.
Queue Time—Avg
Displays the average queue time for all chats routed to the CSQ
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Chat CSQ Agent Summary Report
Field
Explanation
Queue Time—Max
Displays the longest queue time of any chat that was routed to the CSQ
Chats Handled
Displays the number of chats handled by this CSQ. A chat is handled if an agent
accepts the chat presented by the chat submitter while queued for this CSQ.
Handle Time—Avg
Displays the average handle time for all chats that the CSQ handled. Handle time is
active chat time.
Handle Time—Max
Displays the longest handle time of any chat that the CSQ handled. Handle time is
active chat time.
Chats Abandoned
Displays the number of chats routed to the CSQ but were not accepted by an agent
because the chat submitter ended the chat before agent accepted or was disconnected.
You can sort the Chat Contact Service Queue Activity Report by:
Sort Criterion
Result
CSQ Name
Displays the report in order of the name of the CSQ.
Chats Presented
Displays the report in order of the number of chats routed to the CSQ, regardsless
of whether the agent accepted the chat
Chats Handled
Displays the report by the number of chats handled by the CSQ
Chats Abandoned
Displays the report by the number of chats routed to the CSQ. These chats were not
accepted because the submitted ended the chat before it was accepted or the chat
was disconnected.
You can filter the Chat Contact Service Queue Activity Report by:
Filter Parameter
Result
CSQ Names
Displays information for the specified CSQs
Chat CSQ Agent Summary Report
An agent can handle chat contacts for multiple CSQs. The Chat CSQ Agent Summary Report shows information
about chats handled in each CSQ for each agent.
For each agent, the report includes the average chat time, average accept time for handled chats, number of
chats received, number of chats handled, and number of unanswered chats.
The Chat CSQ Agent Summary Report includes this chart:
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Chat Traffic Analysis Report
Chart Name
Description
Chats handled by
CSQ and Agent
Displays the number of chats handled by each agent for each CSQ
The Chat CSQ Agent Summary Report includes the following information:
Field
Description
CSQ Name (ID)
Displays the name of the CSQ with a unique identification number in parentheses.
Agent Name
(Agent_ID)
Displays the first name and last name of the agent who handled chats for this CSQ
during the report period. The string in parentheses displays the login ID of the agent.
Chats Received
Displays the number of chats that were queued for this CSQ and were assigned to
this agent.
Chats Handled
Displays the number of chats that were queued for this CSQ and answered by this
agent.
Average Chat Time
Displays the average chat time for all chats that the agent handled for this CSQ. Chat
time is the elapsed time between the time that an agent answers a chat and the time
the chat is disconnected. The average is calculated as total chat time divided by the
number of chats handled.
Chat No Answer
Displays the number of chats that were connected to the agent, but that the agent did
not answer.
Average Acceptance
Time
Displays the time that elapsed between the time that a chat alert was presented on
the Cisco Agent Desktop and the time that the chat was answered by an agent, or
disconnected. This field is blank if the chat was not presented to an agent.
You can sort the Chat CSQ Agent Summary Report by:
Sort Criterion
Result
CSQ Name
Displays the names of CSQs in alphabetical order
Agent Name
Displays the names of agents in alphabetical order
Chat Traffic Analysis Report
The Chat Traffic Analysis Report shows information about incoming chat contacts to the Unified CCX system.
The information is provided for each day in the report's range and includes information about the peak hour
of each day.
The Chat Traffic Analysis Report includes these charts:
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Chat Traffic Analysis Report
Chart Name
Description
Total Incoming Chat
Contacts by Date
Displays the number of contacts received by the Unified CCX system for each day
in the report range.
Peak Chat Contacts
by Date
Displays the number of contacts received hourly with the most contacts for each
date.
Average Chat Contact Displays the average duration of contacts for each day in the report range.
Duration by Date
The Chat Traffic Analysis Report includes a table that shows the following information for each date in the
report range:
Field
Description
Date
Displays the date for which information is provided.
Total Incoming Chat
Contacts
Displays the number of chat contacts received daily by the Unified CCX system.
Avg Chat Contacts
(per hour)
Displays the average number of chat contacts received hourly.
Peak Chat Contacts
(per hour)
Displays the number of chat contacts received during peak hour(s). (See the next
field.)
Peak Hour Start, Peak Displays the start and end time during which the largest number of chat contacts
Hour End
were received. These hour(s) is defined as the peak hour(s).
Chat Contact
Duration Avg
Displays the average chat contact duration for the day.
Chat Contact
Duration Min
Displays the duration of the shortest chat contact for the day.
Chat Contact
Duration Max
Displays the duration of the longest chat contact for the day.
You can sort the Chat CSQ Agent Summary Report by:
Sort Criterion
Result
Date
Displays the report by the dates for which information is provided.
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Description of Historical Reports
Common Skill Contact Service Queue Activity Report (by Interval)
Common Skill Contact Service Queue Activity Report (by Interval)
The Common Skill Contact Service Queue Activity Report (by Interval) shows summary information about
calls presented, handled, and abandoned for each group of CSQs. (Such groups consist of CSQs that are
configured with the same skills and with different competence levels.)
This report is designed for customers who have logical CSQs configured. A logical CSQ is a group of CSQs
configured with the same skill, but with different competence levels. When a call comes in to a script that
uses the “logical CSQ” approach, it first goes to the CSQ with the lowest skill level. If the wait time exceeds
the predefined threshold, the call goes to the next higher skill level. The same incoming call can flow within
the same group of CSQs.
The summary line in the report displays the summarized statistics for the logical CSQ which is the group of
CSQs configured with common skills. The value on the Calls Presented summary line shows the maximum
number of calls routed to all CSQs within the same group (logical CSQ). It does not show the total number
of calls presented to all CSQs within the same group. Calculating the sum may result in counting the same
call multiple times because the call may be presented to different CSQs within the same logical group.
Maximum calls are usually routed to the CSQ with the lowest skill level. This is because the calls are only
routed to other CSQs if the CSQ with the lowest skill does not handle the call within the predefined threshold.
For Calls Handled, this report shows the number of calls. For Calls Abandoned, this report shows the maximum
number of all calls abandoned from all CSQs within the same group.
This report shows information for each 30 or 60-minute interval within the report period. It is particularly
useful for logical CSQs. If you do not have logical CSQs configured, you can use other CSQ reports (Contact
Service Queue Activity Report and Contact Service Queue Activity Report by Interval/CSQ).
The Common Skill Contact Service Queue Activity Report (by Interval) includes chart:
Chart Name
Description
Calls Handled and
Calls Abandoned by
Interval
Number of calls handled and abandoned during each interval of the report period.
The Common Skill Contact Service Queue Activity Report (by Interval) includes the following information
for calls presented, handled, and abandoned for each group of CSQs:
Field
Description
Interval Start
Time,Interval End
Time
Beginning and ending date and time of each 30– or 60–minute interval within the
report period, if you specify an interval with the Interval Length filter parameter.
Otherwise, this field shows the beginning and ending date and time.
CSQ Name [Skills
Name of the CSQ, the skills configured for this CSQ, and the competence level of
(Competence Level)] each skill.
Calls Presented—
Total
Number of calls offered to each individual CSQ within the group, regardless of
whether the agent answered the call.
Calls Presented—
Queue Time Avg
Average queue time for calls routed to the CSQ.
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Common Skill Contact Service Queue Activity Report (by Interval)
Field
Description
Calls Presented—
Queue Time Max
Longest queue of all calls routed to the CSQ (abandoned, handled, aborted, or
rejected).
Calls Handled—
Total
Number of calls handled by this CSQ. A call is handled if a caller is connected to
an agent while queued for this CSQ.
Calls Handled—
Handle Time Avg
Average handle time for all calls that the CSQ handled. Handle time is talk time,
hold time, and work time.
Calls Handled—
Handle Time Max
Longest handle time for any call that the CSQ handled. Handle time is talk time,
hold time, and work time.
Calls Abandoned—
Total
Number of calls routed to the CSQ, but were not answered by an agent because the
caller hung up or was disconnected.
Calls Abandoned—
Queue Time Avg
Average time calls spent in the queue before being abandoned.
Calls Abandoned—
Queue Time Max
Maximum time one call spent in the queue before being abandoned.
Service Level—
Percentage SL Met
This field is calculated as follows:
Summary for Skills
Calls presented, handled and abandoned for each group of CSQs and each interval.
(calls handled within service level / by calls presented) * 100%.
You can sort the Common Skill Contact Service Queue Activity Report (by Interval) by:
Sort Criterion
Result
Interval Start Time
Displays the report by the start times of the 30- or 60-minute intervals, if you specify
the Interval Length filter parameter.
You can filter the Common Skill Contact Service Queue Activity Report (by Interval) by:
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Description of Historical Reports
Contact Service Queue Activity Report
Filter Parameter
Result
Interval Length
Entire report range—Displays information from the report start time through the
report end time, but does not display information for specific intervals within the
report period.
Thirty (30) minute intervals—Displays information for 30-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 30 minutes after the report start time, and so on.
Sixty (60) minute intervals—Displays information for 60-minute intervals. The first
interval begins when the report starts, and the next interval begins 60 minutes after
the report start time, and so on.
CSQ Names
Displays information for the specified CSQs.
Contact Service Queue Activity Report
The Contact Service Queue Activity Report shows a summary of calls presented, handled, abandoned, and
dequeued from each CSQ. It also shows calls handled by workflows in other CSQs, and average and maximum
time information for calls handled, abandoned, and dequeued.
The Contact Service Queue Activity Report includes these charts:
Chart Name
Description
Max Queue Time for For each CSQ, the call with the longest queue time.
Calls Presented by
CSQ
Average Speed of
Answer by CSQ
For each CSQ, the average speed of answer for calls handled.
Average Handle Time For each CSQ, the average handle time for calls handled.
by CSQ
Average Time to
Abandon by CSQ
For each CSQ, average time calls spent in queue before being abandoned.
Average Time to
Dequeue by CSQ
For each CSQ, average time calls spent in queue before being dequeued.
The Contact Service Queue Activity Report includes the following information for each CSQ:
Field
Description
CSQ Name (Call
Skills)
Name of the CSQ and call skills associated with the CSQ, if the CSQ is configured
based on resource skills. Multiple skills are separated by commas.
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Contact Service Queue Activity Report
Field
Description
Calls Presented
Number of calls routed to the CSQ, regardless of whether an agent picked up the
call.
Avg/Max Queue
Time
Average queue time for all calls routed to the CSQ, and longest queue time of any
one call that was routed to the CSQ.
Calls Handled
Number of calls handled by this CSQ. A call is handled if a caller is connected to
an agent while queued for this CSQ.
Avg Speed of Answer Calculated as follows:
total queue time / calls handled
Avg /Max Handle
Time
Average handle time for all calls that the CSQ handled, and longest handle time of
any call that the CSQ handled. This value is calculated as follows:
Talk time + hold time + work time
Calls Abandoned
Number of calls routed to the CSQ that were not answered by an agent because the
caller hung up or was disconnected.
Avg/Max Time to
Abandon
Average time calls spent in queue before being abandoned, and the longest time any
one call spent in queue before being abandoned.
Avg/Max Abandon
Per Day
Average is the number of calls abandoned divided by the number of days in the
report period. Maximum is the largest number of calls abandoned on a single day in
the report period.
Calls Dequeued
Number of calls queued for a CSQ and then dequeued by the Dequeue step in a
workflow.
Avg/ Max Time to
Dequeue
Average time calls spent in queue before being dequeued, and the longest time any
one call spent in queue before being dequeued.
Calls Handled by
Other
Total of the following calls:
• Calls queued for the CSQ, then dequeued by the Dequeue step in a workflow,
then marked as handled by the Set Contact Info step in the workflow.
• Calls queued for more than one CSQ and then handled by another CSQ.
You can sort the Contact Service Queue Activity Report by these criteria:
Sort Criterion
Result
Contact Service
Queue
Displays the report by the name of the CSQ.
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Contact Service Queue Activity Report (by CSQ)
Sort Criterion
Result
Total Calls Presented Displays the report in order of the number of calls routed to the CSQ, regardless of
whether an agent picked up the call.
Total Calls Handled
Displays the report by the number of calls handled by the CSQ.
Total Calls
Abandoned
Displays the report by the number of calls routed to the CSQ that were not answered
because the caller hung up or was disconnected.
You can filter the Contact Service Queue Activity Report by these parameters:
Filter Parameter
Result
CSQ Names
Displays the names of the CSQs.
CSQ Types
Includes these options:
• Resource Group—Displays information for CSQs that are configured with the
Resource Pool Selection Model set to Resource Group in Unified EIM
Administration.
• Skill Group—Displays information for CSQs that are configured with the
Resource Pool Selection Model set to Resource Skills in Unified CCX
Administration.
Contact Service Queue Activity Report (by CSQ)
The Contact Service Queue Activity Report (by CSQ) shows information about service levels, and the number
and percentage of calls presented, handled, abandoned, and dequeued. This report shows information for each
30- or 60-minute interval within the report period.
The information in the Contact Service Queue Activity Report (by CSQ) is grouped by CSQ. The Contact
Service Queue Activity Report (by Interval) displays the same information grouped by interval. See Contact
Service Queue Activity Report (by Interval), on page 77.
The Contact Service Queue Activity Report (by CSQ) includes these charts:
Chart Name
Description
Calls Handled,
Abandoned, and
Dequeued by CSQ
For each CSQ, displays the number of calls handled, abandoned, and dequeued. A
call is handled when an agent picks up the call. A call abandoned if the call
disconnects before connecting to an agent. A call is dequeued from a particular CSQ
for the following reasons:
• The call is dequeued by a Dequeue step in a workflow.
• The call is marked as handled by a workflow.
• The call is queued for more than one CSQ and is handled by an agent in another
CSQ.
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Contact Service Queue Activity Report (by CSQ)
Chart Name
Description
Total Calls that Met For each CSQ, displays the number of calls handled and handled within the time
Service Level by CSQ entered in the Service Level field when the CSQ was set up in Unified CCX
Administration.
The Contact Service Queue Activity Report (by CSQ) includes the following information for each CSQ:
Field
Description
CSQ Name (ID)(Call Name of the CSQ with a unique identification number in parentheses, and call skills,
Skills)
if the CSQ is configured based on resource skills. Multiple skills are separated by
commas.
Interval Start
Time,Interval End
Time
Beginning and ending date and time of each 30- or 60-minute interval, if you specify
an interval with the Interval Length filter parameter. Otherwise, this field shows the
beginning and ending date and time.
Service Level (sec)
Value entered in the Service Level field when the CSQ was set up in Unified CCX
Administration. If the service level changes during the report period, the report shows
the old and new service level values.
Calls Hand < SL
Number of calls handled within the time shown in the Service Level field. A call is
handled when an agent picks up the call.
Calls Aband < SL
Number of calls abandoned within the time shown in the Service Level field. A call
is abandoned if the call disconnects before connecting to an agent.
Percentage of Service Percentage of handled calls handled within the time shown in the Service Level field.
A call is handled when an agent picks up the call. This value is calculated as follows:
Level Met— Only
Handled
(Number of calls handled within service level / Number of calls handled) x 100%
Percentage of Service Percentage of presented calls, not counting abandoned calls, handled within the time
Level Met— Without shown in the Service Level field. This value is calculated as follows:
Abandon
(Number of calls handled within the service level / (Number of calls presented –
Number of calls abandoned within the service level) x 100%
Percentage of Service Percentage of presented calls handled or abandoned within the time shown in the
Level Met— Positive Service Level field. For this value, calls abandoned within the time shown in the
Service Level field are considered to have met that service level. This value is
Abandon
calculated as follows:
((Number of calls handled within the service level + Number of calls abandoned
within the service level) / Number of calls presented) x 100%
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Contact Service Queue Activity Report (by CSQ)
Field
Description
Percentage of Service Percentage of presented calls handled within the time shown in the Service Level
Level Met— Negative field. For this value, calls abandoned within the time shown in the Service Level
field have not met that service level. This value is calculated as follows:
Abandon
(Number of calls handled within the service level / Number of calls presented) x
100%
Calls Presented
Number of calls routed to the CSQ, regardless of whether an agent picked up the
call.
Calls Handled
Number and percentage of calls handled by the CSQ. A call is handled when an
agent picks up the call. The percentage is calculated as follows:
(number of calls handled) / (number of calls presented) x 100%
Calls Abandoned
Number and percentage of calls routed to the CSQ that were not answered by an
agent because the caller hung up or was disconnected. The percentage is calculated
as follows:
(Number of calls abandoned / Number of calls presented) * 100%
Calls Dequeued
Number and percentage of calls dequeued. A call is dequeued from a CSQ in the
following cases:
• The call is dequeued by a Dequeue step in a workflow.
• The call is marked as handled by a workflow.
• The call is queued for more than one CSQ and is handled by an agent in another
CSQ.
The percentage is calculated as follows:
(Number of calls dequeued / Number of calls presented) * 100%
You can sort the Contact Service Queue Activity Report (by CSQ) by this criterion:
Sort Criterion
Result
CSQ Name
Displays the names of CSQs in alphabetical order.
You can filter the Contact Service Queue Activity Report (by CSQ) by the following parameters:
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Description of Historical Reports
Contact Service Queue Activity Report (by Interval)
Filter Parameter
Result
Interval Length
Entire report range—Displays information from the report start time through the
report end time, but does not display information for specific intervals within the
report period.
Thirty (30) minute intervals—Displays information for 30-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 30 minutes after the report start time, and so on.
Sixty (60) minute intervals—Displays information for 60-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 60 minutes after the report start time, and so on.
CSQ Names
Displays information for the CSQs selected.
Contact Service Queue Activity Report (by Interval)
The Contact Service Queue Activity Report (by Interval) shows information about service levels; and the
number and percentage of calls presented, handled, abandoned, and dequeued. This report shows information
for each 30- or 60-minute interval within the report period. The report includes a summary of information for
each interval.
The Contact Service Queue Activity Report (by CSQ) displays information that is grouped by CSQ. See
Contact Service Queue Activity Report (by CSQ), on page 74.
The Contact Service Queue Activity Report (by Interval) includes these charts:
Chart Name
Description
Calls Handled,
For each time interval, displays the number of calls handled, abandoned, and
Abandoned, and
dequeued. A call is handled when an agent picks up the call. A call is abandoned if
Dequeued by Interval the call disconnects before connecting to an agent. A call is dequeued from a particular
CSQ for the following reasons:
• The call is dequeued by a Dequeue step in a workflow.
• The call is marked as handled by a workflow.
• The call is queued for more than one CSQ and is handled by an agent in another
CSQ.
Total Calls that Met
Service Level by
Interval
Displays the number of calls handled and the number of calls handled within the
time entered in the Service field when the CSQ is set up in Unified CCX
Administration.
The Contact Service Queue Activity Report (by Interval) includes the following information for each CSQ:
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Contact Service Queue Activity Report (by Interval)
Field
Description
Interval Start
Time,Interval End
Time
Beginning and ending date and time of each 30- or 60-minute interval, if you specify
an interval with the Interval Length filter parameter. Otherwise, this field shows the
beginning and ending date and time.
CSQ Name (ID)(Call Name of the CSQ with a unique identification number in parentheses, and call skills
Skills)
associated with the CSQ, if it is configured based on resource skills. Multiple skills
are separated by commas.
Service Level (sec)
Value entered in the Service Level field when the CSQ was set up in Unified CCX
Administration. If the service level changes during the report period, the report shows
the old and new service level values.
Calls Hand < SL
Number of calls handled within the time shown in the Service Level field. A call is
handled when an agent picks up the call.
Calls Aband < SL
Number of calls abandoned within the time shown in the Service Level field. A call
is abandoned if the call disconnects before connecting to an agent.
Percentage of Service Percentage of handled calls handled within the time shown in the Service Level field.
A call is handled when an agent picks up the call. This value is calculated as follows:
Level Met— Only
Handled
(Number of calls handled within service level / Number of calls handled) x 100%
Percentage of Service Percentage of presented calls, not counting abandoned calls, handled within the time
Level Met— Without shown in the Service Level field. This value is calculated as follows:
Abandon
(Number of calls handled within service level / (Number of calls presented – Number
of calls abandoned within service level) x 100%
Percentage of Service Percentage of presented calls handled or abandoned within the time shown in the
Level Met— Positive Service Level field. For this value, calls abandoned within the time shown in the
Service Level field have met that service level. This value is calculated as follows:
Abandon
((Number of calls handled within service level + Number of calls abandoned within
service level) / Number of calls presented) x 100%
Percentage of Service Percentage of presented calls handled within the time shown in the Service Level
Level Met— Negative field. For this value, calls abandoned within the time shown in the Service Level
field have not met that service level. This value is calculated as follows:
Abandon
(Number of calls handled within service level / Number of calls presented) x 100%
Calls Presented
Number of calls routed to the CSQ, regardless of whether an agent picked up the
call.
Calls Handled
Number and percentage of calls handled by the CSQ. A call is handled when an
agent picks up the call. The percentage is calculated as follows:
(number of calls handled) / (number of calls presented) x 100%
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Contact Service Queue Activity Report (by Interval)
Field
Description
Calls Abandoned
Number and percentage of calls routed to the CSQ that were not answered by an
agent because the caller hung up or was disconnected. The percentage is calculated
as follows:
(Number of calls abandoned / Number of calls presented) x 100%
Calls Dequeued
Number and percentage of calls dequeued. A call is dequeued from a particular CSQ
for the following reasons:
• The call is dequeued by a Dequeue step in a workflow.
• The call is marked as handled by a workflow.
• The call is queued for more than one CSQ and is handled by an agent in another
CSQ.
The percentage is calculated as follows:
(Number of calls dequeued / Number of calls presented) x 100%
You can sort the Contact Service Queue Activity Report (by Interval) by this criterion:
Sort Criterion
Result
Interval Start Time
Displays the report by the start times of 30- or 60-minute intervals, if you specify
an interval with the Interval Length filter parameter.
You can filter the Contact Service Queue Activity Report (by Interval) by the following parameters:
Filter Parameter
Result
Interval Length
Entire report range—Displays information from the report start time through the
report end time, but does not display information for specific intervals within the
report period.
Thirty (30) minute intervals—Displays information for 30-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 30 minutes after the report start time, and so on.
Sixty (60) minute intervals—Displays information for 60-minute intervals within
the report period. The first interval begins at the report start time, the next interval
begins 60 minutes after the report start time, and so on.
CSQ Names
Displays information for the CSQs selected.
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Description of Historical Reports
Contact Service Queue Call Distribution Summary Report
Contact Service Queue Call Distribution Summary Report
The Contact Service Queue Call Distribution Summary Report shows the number and percentage of calls
handled and dequeued in four configurable time intervals.
The Contact Service Queue Call Distribution Summary Report includes these charts:
Chart Name
Description
Total Calls Handled Displays the number of calls handled in each time interval by each CSQ.
by Time Interval and
CSQ
Total Calls
Abandoned by Time
Interval and CSQ
Displays the total number of calls abandoned in each time interval by each CSQ.
The Contact Service Queue Call Distribution Summary Report includes the following information for each
CSQ:
Field
Description
CSQ Name (ID) (Call Name of the CSQ with a unique identification number in parentheses, and the call
Skills)
skills associated with the CSQ, if it is configured based on resource skills. Multiple
skills are separated by commas.
Calls Handled
Number of calls handled by the CSQ. A call is handled when an agent picks up the
call.
Total / Percentage
Calls Handled With
Queue Time 0–T sec
Time interval showing the number and percentage of handled calls with a queue
time that is less than or equal to T seconds. You can specify the value for T in the
Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0–15 seconds.
Total / Percentage
Time interval showing the number and percentage of handled calls with a queue
Calls Handled With time that is less than or equal to 2T seconds. You can specify the value for T in the
Queue Time 0–2T sec Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0 – 30 seconds.
Total / Percentage
Time interval showing the number and percentage of handled calls with a queue
Calls Handled With time that is less than or equal to 3T seconds. You can specify the value for T in the
Queue Time 0–3T sec Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0 – 45 seconds.
Total / Percentage
Time interval showing the number and percentage of handled calls with a queue
Calls Handled With time that is less than or equal to 4T seconds. You can specify the value for T in the
Queue Time 0–4T sec Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0 – 60 seconds.
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Contact Service Queue Call Distribution Summary Report
Field
Description
Calls Abandoned
Number of calls abandoned from the CSQ. A call is abandoned if it was routed to
the CSQ but was not answered by an agent because the caller hung up or was
disconnected.
Total / Percentage
Calls Abandoned
With Queue Time
0–T
Time interval showing the number and percentage of abandoned calls with a queue
time that is less than or equal to T seconds. You can specify the value for T in the
Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0–15 seconds.
Total / Percentage
Calls Abandoned
With Queue Time
0–2T sec
Time interval showing the number and percentage of abandoned calls with a queue
time that is less than or equal to 2T seconds. You can specify the value for T in the
Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0 – 30 seconds.
Total / Percentage
Calls Abandoned
With Queue Time
0–3T sec
Time interval showing the number and percentage of abandoned calls with a queue
time that is less than or equal to 3T seconds. You can specify the value for T in the
Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0 – 45 seconds.
Total / Percentage
Calls Abandoned
With Queue Time
0–4T sec
Time interval showing the number and percentage of abandoned calls with a queue
time that is less than or equal to 4T seconds. You can specify the value for T in the
Filter Parameter field in the Report Detail area. The default value for T is 15 seconds,
and in this case, this field shows as 0 – 60 seconds.
You can sort the Contact Service Queue Call Distribution Summary Report by this criterion:
Sort Criterion
Result
Contact Service
Queue
Displays the report in order of the names of CSQs.
You can filter the Contact Service Queue Call Distribution Summary Report by these parameters:
Filter Parameter
Result
Contact Service
Queue Names
Displays information for the specified CSQs.
Time Interval (sec) T Lets you specify the number of seconds, T, that the report uses for the four time
interval fields. The default value for T is 15 seconds.
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Description of Historical Reports
Contact Service Queue Priority Summary Report
Contact Service Queue Priority Summary Report
The Contact Service Queue Priority Summary Report shows the number of calls routed to each CSQ selected.
It also shows the number of calls and the average calls per day by priority that are routed to each CSQ.
The Contact Service Queue Priority Summary Report includes this chart:
Chart Name
Description
Total Calls Presented Displays the number of calls of each call priority routed to each CSQ.
by CSQ and Call
Priority
The Contact Service Queue Priority Summary Report includes the following information for each CSQ:
Field
Description
CSQ Name (ID) (Call Name of the CSQ with a unique identification number in parentheses, and the call
Skills)
skills associated with the CSQ, if the CSQ is configured based on resource skills.
Multiple skills are separated by commas.
Total Calls Presented Number of calls presented to the CSQ, whether or not an agent picked up the call.
Total and Average
Number of Calls by
Priority (Priority 1
through Priority 10)
Number of calls and the average number of calls daily by priority that are routed to
each CSQ.
Call priorities range from 1 (lowest) to 10 (highest). All calls start with a default
priority of 1, unless a different priority is set in the workflow.
You can sort the Contact Service Queue Priority Summary Report by this criterion:
Sort Criterion
Result
Contact Service
Queue Name
Displays the report in order by CSQ name.
You can filter the Contact Service Queue Priority Summary Report by this parameter:
Filter Parameter
Result
Contact Service
Queue Name
Displays information for the specified CSQs.
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Contact Service Queue Service Level Priority Summary Report
Contact Service Queue Service Level Priority Summary Report
The Contact Service Queue Service Level Priority Summary Report contains information about the number
and percentage of calls that are handled within service level, and the number and percentage of calls that are
handled within the service level for each call priority. Call priorities range from 1 (lowest) to 10 (highest).
The Contact Service Queue Service Level Priority Summary Report includes these charts:
Chart Name
Description
Total Calls that Met
Service Level
Displays the number of calls that are handled within a service level for each CSQ.
Percentage of Calls
that Met Service
Level
Displays the percentage of calls that are handled within a service level for each CSQ.
The Contact Service Queue Service Level Priority Summary Report shows the following information:
Field
Description
CSQ Name (ID) (Call Name of the CSQ with a unique identification number in parentheses, and the call
Skills)
skills associated with the CSQ, if the CSQ is configured based on resource skills.
Multiple skills are separated by commas.
Service Level (sec)
Value entered in the Service Level field when the CSQ was set up in Unified CCX
Administration. If the service level changes during the report period, the report shows
the old and new service level values.
Calls Presented
Number of calls routed to the CSQ, regardless of whether an agent picked up the
call.
Total Service Level
Met
Number and percentage of handled calls answered within the time shown in the
Service Level field in Unified CCX Administration. The percentage is calculated as
follows:
(Calls handled within service level / calls presented) x 100%
Number and
Percentage of Calls
that Met Service
Level for Each Call
Priority (Priority 1
through Priority 10)
Number and percentage of handled calls in each call priority answered within the
time shown in the Service Level field in Unified CCX Administration.
Call priorities range from 1 (lowest) to 10 (highest). All calls start with a default
priority of 1, unless a different priority is set in the workflow.
You can sort the Contact Service Queue Service Level Priority Summary Report by this criterion:
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Description of Historical Reports
CSQ–Agent Summary Report
Sort Criterion
Result
Contact Service
Queue Name
Displays the contact service queue names.
You can filter the Contact Service Queue Service Level Priority Summary Report by this parameter:
Filter Parameter
Result
Contact Service
Queue Name
Displays contact service queue names.
CSQ–Agent Summary Report
An agent can handle calls for multiple CSQs. The CSQ–Agent Summary Report shows information about
calls handled in each CSQ for each agent . This report includes the average and total talk time for handled
calls, average and total work time after calls, total ring time of calls routed, number of calls put on hold,
average and total hold time for calls put on hold, and number of unanswered calls.
The CSQ–Agent Summary Report includes this chart:
Chart Name
Description
Calls Handled by
CSQ and Agent
Displays the number of calls handled by each agent for each CSQ.
The CSQ–Agent Summary Report includes the following information:
Field
Description
CSQ Name (ID)
Displays the name of the CSQ with a unique identification number in parentheses.
Agent Name
(Agent_ID)
Displays the first and last name of the agent who handled calls for this CSQ. The
string in parantheses displays the login ID of the agent.
Extension
Displays the Unified CCX extension that Unified CM assigned to the agent.
Calls Handled
Displays the number of calls that were queued for this CSQ and answered by this
agent during the report period.
Talk Time Avg
Displays the average talk time for all calls that the agent handled for this CSQ. Talk
time is the elapsed time between the time that an agent answers a call and when the
call is disconnected or transferred, not including hold time. The average is calculated
as total talk time divided by the number of calls handled.
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Detailed Call by Call CCDR Report
Field
Description
Talk Time Total
Displays the total talk time for all calls that the agent handled for this CSQ. Talk
time is the elapsed time between the time that an agent answers a call and when the
call is disconnected or transferred, not including hold time.
Work Time Avg
Displays the average amount of time that an agent spent in Work state after calls.
The average is calculated as total work time divided by the number of calls handled.
Work Time Total
Displays the total amount of time that an agent spent in Work state after receiving
calls.
Total Ring Time
Displays the time that elapsed between the time that a call rang and the time that the
call was answered by an agent, routed to another agent, or disconnected. This field
is blank if the call was not routed to an agent.
Calls On Hold
Displays the number of calls that the agent put on hold.
Hold Time Avg
Displays the average hold time for calls that the agent put on hold. The average is
calculated as total hold time divided by number of calls on hold. Not applicable to
non-Unified CCX calls.
Hold Time Total
Displays the total time that the call was on hold. Not applicable to non-Unified CCX
calls.
RNA
(Ring-no-answer)
Displays the number of calls that were routed to the agent but that the agent does
not answer.
You can sort the CSQ–Agent Summary Report by these criteria:
Sort Criterion
Result
CSQ Name
Displays CSQ names in alphabetical order.
Agent Name
Displays agent names in alphabetical order.
You can filter the CSQ–Agent Summary Report by this parameter:
Filter Parameter
Result
CSQ Names
Displays the CSQ names.
Detailed Call by Call CCDR Report
The Detailed Call by Call CCDR Report shows most of the information that is contained in the contact call
detail record (CCDR), which is stored in the Unified CCX database. This report also includes information
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Detailed Call by Call CCDR Report
from the contact routing and the agent connection detail records. The information in this report is for each leg
of a call. (A call transfer or redirect initiates a new leg.)
The Detailed Call by Call CCDR Report includes these charts:
Chart Name
Description
Number of Calls by
Contact Disposition
Displays the percentage of calls that were handled, abandoned, aborted, and rejected.
Number of Calls by
Originator Type
Displays the percentage of calls that were originated by an agent, a device (for
example, a test call), and an unknown origin (for example, calls received through a
gateway).
The Detailed Call by Call CCDR Report includes the following information:
Field
Description
Node ID – Session ID Node ID is the unique numeric ID that the system assigns to each Unified CCX
server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data
– Sequence No.
in the report is migrated from Cisco CRS 3.x.) Session ID is the unique session
identification number that the system assigned to a call. Sequence No. is the session
sequence number that the system assigned to each call leg. The session sequence
number increases by 1 for each leg of a call.
Start Time,End Time Date and time that a call started, was disconnected, or transferred.
Contact Type
Type of call:
1 Incoming—Outside call received by Unified CCX Edition.
2 Outgoing—Call originated by the Unified CCX, other than a call made within
the system.
3 Internal—Call transferred or conferenced between agents, or a call made within
the system.
4 Redirect—A previous call leg redirected the call to this leg.
5 Transfer-In—A previous call leg transferred the call to this leg.
6 Outbound Preview—
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Detailed Call by Call CCDR Report
Field
Description
Contact Disposition
Disposition of a call (abandoned, handled, aborted, or rejected).
For an Unified CCX call, a call is abandoned if the call disconnects before connecting
to an agent. The call is handled when the call is connected to an agent.
For an Unified IP IVR call, a call is abandoned if it does not reach the workflow
step that defines the call as handled. The call is handled when it reaches this step.
A call is aborted when problems occur in executing the workflow script (for example,
the workflow script throws exceptions).
A call is rejected when certain Unified CM or Cisco Unified CCX resources are not
sufficient for accepting incoming calls (for example, an insufficient number of CTI
ports).
Originator Type
Originator of the call:
1 Agent—Call originated by an agent.
2 Device—Call originated by a simulated caller (used for testing) and an agent
phone where the agent is not currently logged in.
3 Unknown—Call originated by an outside caller through a gateway or by an
unmonitored device.
Originator ID
Originator DN8
Login identification of the agent who originated the call, if Originator Type is 1.
• If Originator Type is 1, this field shows the Unified CCX extension of the
agent.
• If Originator Type is 2, this field shows the CTI9 port number.
• If Originator Type is 3, this field shows the telephone number of the caller.
Destination Type
Destination of the call:
1 Agent—Call presented to an agent.
2 Device—Call presented to a route point.
3 Unknown—Call presented to an outside destination through a gateway or to an
unmonitored device.
Destination ID
Destination DN
Login identification of the agent who received the call, if Destination Type is 1.
• If Destination Type is 1, this field shows the Unified CCX extension of the
agent or the non-IPCC extension of the agent (if the call was received by the
non-IPCC extension).
• If Destination Type is 2, this field shows the CTI port number.
• If Destination Type is 3, this field shows the telephone number called.
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Detailed Call by Call CCDR Report
Field
Description
Called Number
If the call was a transfer, this field shows the number that the call was transferred
to. In other cases, this information is the same as the Original Called Number.
Original Called No.
Number originally dialed by the caller—either a route point number or an agent
extension.
Application Name
Name of the Unified CCX or Unified IP IVR application associated with the route
point.
Queue Time
For calls that were queued to the CSQ, time that elapsed between the time a call
entered the CSQ and the time that the call was answered by an agent or disconnected.
0 for other calls.
Talk Time
For calls that were connected to agents, elapsed time between the time that an agent
answered the call and when the call was disconnected or transferred, not including
hold time. This value is 0 for other calls.
Hold Time
For calls that were connected to agents, elapsed time between the time that an agent
first put the call on hold and when the agent last took the call off of hold, not including
talk time. This field is blank for other calls.
Work Time
For calls that were connected to agents, amount of time that an agent spent in Work
state after the call. This field is blank for other calls.
8 DN = directory number
9 CTI = computer telephony interface
You can sort the Detailed Call by Call CCDR Report by these criteria:
Sort Criterion
Result
Node ID – Session ID Displays the report by node ID, session ID, and sequence number.
– Sequence No.
Call Start Time
Displays the report by the date and time that the call started.
Called Number
Displays the report with ordering grouped by original called number.
You can filter the Detailed Call by Call CCDR Report by these parameters:
Filter Parameter
Result
Original Called
Number
Displays information for the specified original called number or numbers.
Called Number
Displays information for the specified called number or numbers.
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Detailed Call CSQ Agent Report
Filter Parameter
Result
Calling Number
Displays information for the specified calling number or numbers. Calling number
is the same as Originator DN.
Application Name
Displays information for the specified application or applications.
Contact Type
Displays information for the specified contact type or types (incoming, outgoing,
internal, redirect, transfer-in, or outbound preview).
Originator Type
Displays information for the specified originator type or types (agent, device, or
unknown).
Destination Type
Displays information for the specified destination type or types (agent, device, or
unknown).
Duration Greater
Than or Equal to T
seconds
Displays calls with a duration greater than or equal to the number of seconds specified
by T.
Duration Less Than or Displays calls with a duration less than or equal to the number of seconds specified
Equal to T seconds
by T.
Detailed Call CSQ Agent Report
The Detailed Call, CSQ, Agent Report shows call information about the CSQ that a call was routed to and
the agent that handled the call.
The Detailed Call, CSQ, Agent Report includes this chart:
Chart Name
Description
Total Calls by Called Displays the number of calls to each called number.
Number
The Detailed Call, CSQ, Agent Report includes the following information:
Field
Description
Node ID – Session ID Node ID is the unique numeric ID that the system assigned to each Unified CCX
server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data
– Sequence No.
in the report is migrated from Cisco CRS 3.x.) Session ID is the unique session
identification number that the system assigned to a call. Sequence No. is the session
sequence number that the system assigned to each call leg. The session sequence
number increases by one for each leg of a call.
Call Start TimeCall
End Time
Date and time that the call started, was disconnected, or transferred.
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Detailed Call CSQ Agent Report
Field
Description
Contact Dispostion
Numeral indicating the disposition of a call as follows:
1. Abandoned—An IVR call is abandoned if it does not reach the workflow step
that defines the call as handled.
2. Handled—An Unified CCX call is handled when it is connected to an agent. An
Unified IP IVR call is handled if it reaches the workflow step that defines the call
as handled.
3.—Indicates stuck contacts that are cleaned up by the system/contact manager.
4. Aborted—An exception occurs in the workflow that processed the call.
5 and higher. Rejected—System resources reached maximum capacity (for example,
the maximum number of CTI ports was reached).
Originator DN
(Calling Number)
The originator directory number. This number is the same as the calling number.
Originator Type can be agent, device, or unknown.
• If Originator Type is agent, this field shows the Unified CCX extension of the
agent. If the call is attended at the non-IPCC extension, then the non-IPCC
extension is displayed. If the call is made from a non-IPCC extension, then the
non-IPCC extension is displayed.
• If Originator Type is device, this field shows the CTI port number.
• If Originator Type is unknown (through a gateway or an unmonitored device),
this field shows the telephone number of the caller.
Destination DN
The destination directory number. Destination Type can be agent, device, or unknown.
• If Destination Type is agent, this field shows the Unified CCX extension of
the agent.
• If destination type is device, this field shows the CTI port number.
• If destination type is unknown (through a gateway or an unmonitored device),
this field shows the telephone number called.
Called Number
If the call is transferred, this field shows the number that the call was transferred to.
Otherwise, this field shows the number originally dialed by the caller. This number
can be either a route point number or an agent extension.
App. Name
Name of the Unified CCX or Unified IP IVR application associated with the route
point.
CSQ Name
Name or names of the CSQ or queues for which the call was queued. This field
displays up to five CSQs separated by commas. The CSQ that handled the call is
marked with an asterisk (*) and appears at the beginning of the list. This field is
blank if the call is not queued for any CSQ.
Queue Time
Time that elapsed between the time a call entered the CSQ and the time the call was
answered by any agent belonging to the CSQ.
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Detailed Call CSQ Agent Report
Field
Description
Agent Name
Name of the agent who handled the call or participated in the conference call; or the
name of the supervisor who barged the call. This field is blank if the call was not
routed to an agent.
Ring Time
Time that elapsed between the time that a call rang and the time that the call was
answered by an agent, routed to another agent, or disconnected. This field is blank
if the call was not routed to an agent.
Talk Time
Time that elapsed between the time that an agent answered the call and when the
call was disconnected or transferred, not including hold time.
Work Time
Amount of time that an agent spent in Work state after the call. This field is blank
if the call was not handled by an agent.
You can sort the Detailed Call, CSQ, Agent Report by these criteria:
Sort Criterion
Result
Node ID – Session ID Displays the report by node ID, session ID, and sequence number.
– Sequence No.
Call Start Time
Displays the report by the date and time that the call started.
Called Number
Displays the report by the number called.
You can filter the Detailed Call, CSQ, Agent Report by these parameters:
Filter Parameter
Result
Called Number
Displays information for the specified called number or numbers.
Calling Number
Displays information for the specified calling number or numbers. Calling number
is the same as Originator DN.
Application Name
Displays information for the specified application name or names.
Contact Type
Displays information for the specified contact type or types: incoming, outgoing,
internal, redirect, transfer-in, or outbound preview.
Originator Type
Displays information for the specified originator type or types: agent, device, or
unknown.
Destination Type
Displays information for the specified destination type or types: agent, device, or
unknown.
Agent Name
Displays Unified CCX calls handled by the specified agent, conference calls in which
the specified agent participated, and calls barged by the specified supervisor.
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Email Agent Activity Report
Filter Parameter
Result
CSQ Name
Displays calls that queued for the specified CSQs.
Duration Greater
Than or Equal to T
seconds
Displays calls with duration greater than or equal to the number of seconds specified
by T.
Duration Less Than or Displays calls with a duration less than or equal to the number of seconds specified
Equal to T seconds
by T.
Email Agent Activity Report
The Email Agent Activity Report shows summary statistics for email activity for the selected email enabled
agents and the date interval in daily time buckets.
The Email Agent Activity Report includes the following information:
Field
Description
Agent Name
The name of the agent to which the emails were routed. This name only appears
once for each agent at the first date in the interval.
Date
Date of each day in the interval.
Login Time
Time that the agent was logged in during the interval.
Email Not Ready
Time
Time that the agent spent in the Email Not Ready state during the interval.
Email Ready Time
Time that the agent spent in the Email Ready state during the interval.
Email Processing
Time
Time that the agent spent in the Email Processing state during the interval.
Retrieved
Number of emails that the agent retrieved during the period. The route date time
determines whether the email falls within the interval.
Requeued
Number of emails that the agent requeued. The requeue date and time determines
whether the email falls within the interval.
Transfer Out
Number of emails routed to the agent and transferred by the agent. The transfer date
time determines whether the email falls within the interval.
Sent
Number of emails routed to the agent and then sent by the agent. The send date time
determines whether the email falls within the interval.
Deleted
Number of emails routed to the agent and then deleted by the agent. The delete date
time determines whether the email falls within the interval.
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Email Contact Service Queue Activity Report
Field
Description
Total In Process Time The sum of the In Process time over all emails included in the “Sent” column. The
Sent
In Process time is counted regardless of the interval in which it occurred.
Average In Process
Time Sent
(Total In Process Time Sent/Sent) rounded to an integer
Average On Desk
Time Sent
Total of (Get email time - Sent time) over all emails in the (“Sent” column/Sent)
rounded to an integer. The on desk time is counted regardless of the interval in which
it occurred.
Email Contact Service Queue Activity Report
The Email Contact Service Queue Activity Report shows summary statistics for email activity for the selected
email contact service queues and date interval in daily time buckets.
The Email Contact Service Queue Activity Report includes a table that shows the following information in
the report range for each contact service queue:
Field
Description
CSQ Name
The name of the CSQ through which the e-mails were routed. This name only appears
once for each contact service queue on the first date in the interval.
Date
Date of each day in the interval.
Routed In
Number of e-mails routed into the contact service queue during the period. The route
date time determines whether the e-mail falls within the interval.
Transfer In
Number of e-mails transferred into the contact service queue during the period. The
transfer date time determines whether the e-mail falls within the interval.
Requeued
Number of e-mails requeued during the period for the contact service queue. The
requeue date and time determines whether the e-mail falls within the interval.
Transfer Out
Number of e-mails routed to the agent through the contact service queue and
transferred by the agent to another contact service queue. The transfer date time
determines whether the e-mail falls within the interval.
Sent
Number of e-mails routed to the agent through the contact service queue and then
sent by the agent. The send date time determines whether the e-mail falls within the
interval.
Deleted
Number of e-mails routed to the agent through the contact service queue and then
deleted by the agent. The delete date time determines whether the e-mail falls within
the interval.
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Email Contact Service Queue Agent Activity Report
Field
Description
Total In Process Time The sum of the In Process time over all e-mails included in the “Sent” column. The
Sent
In Process time is counted regardless of the interval in which it occurred.
Average In Process
Time Sent
(Total In Process Time Sent/Sent) rounded to an integer.
Average On Desk
Time Sent
Sum of (Get e-mail time - Sent time) over all emails in the (“Sent” column)/Sent)
rounded to an integer. The on desk time is counted regardless of the interval in which
it occurred.
Average Response
time Sent
Sum of (Routed time - Sent time) over all e-mails in the (“Sent” column)/Sent)
rounded to an integer. The response time is counted regardless of the interval in
which it occurred.
Email Contact Service Queue Agent Activity Report
The Email Contact Service Queue Agent Activity Report shows summary statistics for email activity by agents
and dates for the selected email contact service queues; and the date interval in daily time buckets.
The Email Contact Service Queue Agent Activity Report includes a table that shows the following information
for each date in the report range:
Field
Description
CSQ Name
The name of the CSQ through which the emails were routed. This name only appears
once for each contact service queue at the first agent and date in the interval.
Agent Name
The name of the agent to which the emails were routed.
Date
Date of each day in the interval.
Retrieved
Number of emails routed through the contact service queue that the agent retrieved
during the period. The route date time determines whether the email falls within the
interval.
Requeued
Number of emails routed through the contact service queue to the agent that the
agent requeued during the period. The requeue date and time determines whether
the email falls within the interval.
Transfer Out
Number of emails routed through the contact service queue to the agent and
transferred by the agent. The transfer date time determines whether the email falls
within the interval.
Sent
Number of emails routed through the contact service queue to the agent and then
sent by the agent. The send date time determines whether the email falls within the
interval.
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Email Inbox Traffic Analysis Report
Field
Description
Deleted
Number of emails routed through the contact service queue to the agent and then
deleted by the agent. The delete date time determines whether the email falls within
the interval.
Total In Process Time The sum of the In Process time over all emails included in the “Sent” column. The
Sent
In Process time is counted regardless of the interval in which it occurred.
Average In Process
Time Sent
(Total In Process Time Sent/Sent) rounded to an integer.
Average On Desk
Time Sent
Sum of (Get email time - Sent time) over all emails in the (“Sent” column)/Sent)
rounded to an integer. The on desk time is counted regardless of the interval in which
it occurred.
Email Inbox Traffic Analysis Report
The Email Inbox Traffic Analysis Report shows the number of emails received for the selected email addresses
and the time period in daily time buckets.
The Email Inbox Traffic Analysis Report includes a table that shows the following information for each date
in the report range:
Field
Description
Email Address
The email address where the emails were sent to. This email address appears only
once for each email address on the first date in the interval.
Date
Date of each day in the interval.
Number of Emails
Number of emails sent to the address on the date.
Email Response Detail Report
The Email Response Detail Report shows information about an email response sent back to a customer.
The Email Response Detail Report includes a table that shows the following information for each date in the
report range:
Field
Description
CSQ Name
The name of the CSE that routed the email to the agent who sent the response
Time Sent
The date and time the agent sent the response
Time received
Date and time the contact center received the email
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Email Resolution Detail Report
Field
Description
Time retrieved
Date and time the agent retrieved the email
Agent Name
Name of the agent who sent the response
From
Email address of party who sent the email
To
Email address to which the party sent the email to reach the contact center
Subject
Subject line of the original email
Email Resolution Detail Report
The Email Resolution Detail Report shows the details of resolved emails for the report period.
The Email Response Detail Report includes a table that shows the following information for each date in the
report range:
Field
Description
CSQ Name
The name of the CSQ that routed the email to the agent who resolved the email
Resolution
The description of the resolution taken with emails
Resolved Date
Date and time the agent resolved the email
Agent Name
Name of the agent who resolved the email
Wrap-up Data
The description of the wrap-up data, as entered by the agent
Date Received
Date and time the contact center received the email
Date Retrieved
Date and time the agent retrieved the email
To Address
Email address of the contact center to which an email is sent
From Address
Email address of the user who sent the email
Email Subject
Subject line of the email
You can sort the Email Resolution Detail Report by any of these criteria:
Sort Criterion
Result
CSQ Name
Displays the report in the alphabetical order of the CSQ name.
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IVR Outbound Campaign Summary Report
You can filter the Email Resolution Detail Report by any of these parameter:
Filter Parameter
Result
CSQ List
Displays the information for the specified CSQs.
Agent List
Displays the information for the specified Agents.
IVR Outbound Campaign Summary Report
The IVR Outbound Campaign Summary Report shows information about call summary statistics for each
Outbound IVR campaign over a specified time period. This report displays the call summary for Progressive
and Predictive Outbound campaigns.
This report is available only from Unified CCX 8.5 if you have a premium license with an Outbound IVR
license.
The IVR Outbound Campaign Summary Report includes the following information:
Field
Description
Campaign Name
The name of the Outbound IVR campaign.
Total
The number of contacts for this campaign including the contacts that have been
deleted from an Outbound IVR campaign.
Total = Attempted + Remaining contacts
Attempted
The number of Outbound IVR contacts attempted. A contact is attempted if it is
dialed out by the IVR dialer. If the same contact was retried, it is not under the
Attempted category. Even though a contact is retried multiple times, the contact is
counted only once.
Remaining
The number of contacts that are not yet dialed out. This number includes
• Deleted Contacts--The number of contacts that are never dialed out because
they have been deleted from the campaign after importing.
% Attempted
The percentage of Outbound IVR calls attempted.
Attempted % = (Attempted/Total Records) * 100
Voice
The number of Outbound IVR calls that are connected to live voice for the day. The
calls marked with this classification are a subset of the calls attempted.
Answering Machine
The daily number of Outbound IVR calls that reached an answering machine.
Invalid Number
The daily number of Outbound IVR calls that reached an invalid number.
Fax/Modem
The daily number of Outbound IVR calls that reached fax or modem.
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IVR Outbound Campaign Summary Report
Field
Description
No Answer
The number of Outbound IVR calls that were not answered.
Busy
The number of Outbound IVR calls that received a busy signal.
Failed
The number of Outbound IVR calls that failed for one of the following reasons:
• Dialer asked the Gateway to cancel a call that has not yet been placed
• Gateway has declined the call
• Gateway is down or Gateway has timed out while placing the call
• Gateway failure or configuration issues at the Gateway.
Customer Abandoned The number of Outbound IVR calls that were abandoned by the customer.
System Abandoned
Note
The number of Outbound IVR calls that were abandoned by the system. A system
abandoned call occurs when a customer answers the phone, but a port is unavailable
to play the prompts to the customer. That call was abandoned because the IVR port
was unavailable or Unified CCX failed to transfer the call to the IVR port.
The sum of values for voice, answering machine, invalid number, fax/modem, no answer, busy, failed,
customer abandoned, and system abandoned fields. These fields are equal to the value of Attempted field
in IVR Outbound Campaign Stats Real-Time Report, which you can access from the Unified CCX
Administration web interface.
You can sort the IVR Outbound Campaign Summary Report by these criteria:
Sort Criterion
Result
Campaign
Displays the campaign name in alphabetical order.
Total
Displays the number of records in ascending order.
Remaining
Displays the number of available calls in ascending order.
% Attempted
Displays the number of attempted calls in ascending order.
Voice
Displays the number of calls that ended successfully in ascending order.
Answering Machine
Displays the answering machine calls in ascending order.
Invalid Number
Displays the invalid calls in ascending order.
Fax/Modem
Displays fax and modem calls in ascending order.
Busy
Displays busy calls in ascending order.
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IVR Outbound CCDR Report
Sort Criterion
Result
Customer Abandoned Displays calls that the customer abandoned in ascending order.
System Abandoned
Displays calls that the system abandoned in ascending order.
You can filter the IVR Outbound Campaign Summary Report by this parameter:
Filter Parameter
Result
Campaign
Displays statistics about the selected Outbound IVR campaigns.
IVR Outbound CCDR Report
The IVR Outbound Contact Call Detail Record (CCDR) Report shows IVR call related information, which
is stored in the Unified CCX database. The information in this report is for each leg of a call.
Note
Transferring an Outbound IVR call to an agent using SelectResource step is not supported in Unified CCX
8.5(1).
The IVR Outbound CCDR Report includes the following information:
Field
Description
Node ID – Session ID Node ID is the unique numeric ID that the system assigned to each Unified CCX
server in the cluster. It starts with 1. (A Node ID value of 0 indicates that the data
– Sequence No.
in the report is migrated from Cisco CRS 3.x.) Session ID is the unique session
identification number that the system assigned to a call. Sequence No. is the session
sequence number that the system assigned to each call leg. The session sequence
number increases by 1 for each leg of a call.
Start Time,End Time Date and time that a call started, and date and time that the call was disconnected or
transferred.
Contact Disposition
Disposition of a call (abandoned or handled).
An abandoned call occurs when a customer answers the phone, but no port is available
to play the prompts to the customer.
Handled call occurs when a call state is either of the following - Voice, Answering
Machine, Invalid Number, or Fax/Modem
Originator Type
Originator of the call:
2. Device—Call originated by the Outbound IVR dialer.
Originator ID
Login identification of the Outbound IVR dialer, which is equal to 1.
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Field
Description
Originator DN10
As Originator Type is 2, this field shows the CTI11 port number.
Destination Type
Destination of the call:
3. Unknown—Call presented to an outside destination through a gateway or to an
unmonitored device.
Destination ID
Login identification of the Outbound IVR dialer, which is equal to 1.
Destination DN
As Destination Type is 3, this field shows the telephone number called.
Called No.
Number dialed by the Outbound IVR dialer. Can be either a route point number or
the dialed telephone number.
Application Name
Name of the Unified CCX or Unified IP IVR application associated with the route
point.
Call Status
The status of the contact record.
1 = Pending: The call is pending.
2 = Active: The record is sent (active) to the Outbound subsystem for dialing
3 = Closed: The record is closed.
4 = Callback: The record is marked for a callback.
5 = Max Calls: Maximum attempts are reached for this record (considered closed).
6 = Retry: The call is redialed immediately whenever there is any miss in the callbacks
for Retries with Delay.
7 = Unknown: If the Outbound subsystem is restarted with records in the Active (2)
state, they are moved to this state.
8 = Retries with Delay: The call is redialed as it was either busy, no answer, customer
abandoned or system abandoned. Retry time is set as per the corresponding
configuration in the Unified CCX Application Administration web interface.
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IVR Outbound CCDR Report
Field
Description
Call Result
The call result from the last call placed for this record
1 = (Voice) Customer answers and is connected to agent
2 = Fax machine or modem is detected
3 = Answering machine is detected
4 = Number reported as invalid by the network
5 = Customer does not want to be called again
6 = Number successfully contacted, but it is a wrong number
7 = Number successfully contacted, but it is the wrong person
8 = Customer requests a callback
11 = Busy tone is detected
15 = Customer’s phone times out due to Ring No Answer (RNA) or Gateway failure
16 = Call is abandoned because IVR port is unavailable or Unified CCX fails to
transfer the call to the IVR port
17 = Call fails for the following reasons:
• Dialer asks the Gateway to cancel a call that has not yet been placed
• Gateway declines the call
• Gateway is down or Gateway times out while placing the call
• Gateway fails or has configuration issues at the Gateway.
18 = Customer is abandoned as the customer disconnected the call within the time
limit as configured in “Abandoned Call Wait Time” in Unified CCX Application
Administration web interface.
Campaign Name
Name of the Outbound IVR campaign.
10
11
1213
You can sort the IVR Outbound CCDR Report by this criterion:
Sort Criterion
Result
Node ID – Session ID Displays the report by node ID, session ID, and sequence number.
– Sequence No.
You can filter the IVR Outbound CCDR Report using the following parameter:
12 DN = directory number
13 CTI = computer telephony interface
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IVR Outbound Half Hourly Report (Predictive)
Filter Parameter
Result
Campaign Name
Name of the Outbound IVR campaign.
IVR Outbound Half Hourly Report (Predictive)
The IVR Outbound Half Hourly report provides information about Outbound IVR (Predictive) calls for every
half-an-hour in the report range.
Note
This report is available if you have Unified CCX Premium with Outbound IVR license, and you have
selected Predictive dialer type in Unified CCX 8.5.
The IVR Outbound Half Hourly Report shows the following information:
Field
Description
Campaign Name
Name of the predictive campaign for which the data is recorded.
Start Date
Start date and time of the interval.
End Date
End date and time of the interval
Attempted Calls
Number of attempted calls in the interval.
Abandoned Calls
Number of abandoned calls in the interval.
Voice Calls
Number of voice calls in the interval.
Lines Per Port
Lines Per Port value computed depending on the abandoned calls/voice calls.
Abandoned Rate
Call abandon rate since the statistics were last reset.
Abandon Rate = (Abandoned/Voice)*100
You can sort the IVR Outbound Half Hourly Report by the following criteria:
Sort Criterion
Result
Campaign
Displays the predictive campaign names in alphabetical order.
Start Date
Displays the start date and time of the half-an-hour intervals.
End Date
Displays the end date and time of the half-an-hour intervals.
You can filter the IVR Outbound Half Hourly Report by the following parameter:
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License Utilization Hourly Report
Filter Parameter
Result
Campaign Name
Displays half hourly information of selected predictive campaigns.
License Utilization Hourly Report
The License Utilization Hourly Report historical license utilization information in the system is aggregated
on an hourly basis. For each hour in the query interval, it shows the maximum values for the following
parameters:
• Number of inbound ports in the system
• Number of outbound ports in the system
• Number of agent seats used in the system
The License Utilization Hourly Report includes the following line chart:
Table 2: License Utilization Hourly Report Chart
Chart Name
Description
License Utilization Hourly Report
Line Chart
For each hour, displays the maximum number of inbound ports, agent
seats and outbound ports.
The License Utilization Hourly Report includes a table that shows the following information for each hour
in the query interval:
Table 3: License Utilization Hourly Report Query Info
Field
Description
Date
The date for which the aggregated license information
is displayed.
Hour
The hour for which the aggregated license information
is displayed.
Maximum Inbound Ports
The maximum number of inbound ports that were
used during the given date and hour. A blank field is
displayed if there is not data available for the given
hour.
Maximum Agent Seats
The maximum number of agent seats that were used
during the given date and hour. A blank field is
displayed if there is not data available for the given
hour.
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Preview Outbound Agent Detail Performance Report
Field
Description
Maximum Outbound Ports
The maximum number of outbound ports that were
used during the given date and hour. A blank field is
displayed if there is not data available for the given
hour.
The Hourly Report table includes a summary row for each date and a summary row for the whole query
interval.
Note
If you set the local time zone in the user profile, start and end date time will be in that time zone. If not
set, the start and end times will be considered to be in the data source time zone (GMT).
Preview Outbound Agent Detail Performance Report
The Preview Outbound Agent Detail Performance Report shows detailed statistics for each agent by campaign.
The report also displays the total call details and campaign call details for each agent. This information is
displayed besides a summary row of the call details for each agent for all campaigns. This report is available
with the Outbound feature.
The Preview Outbound Agent Detail Performance Report includes these charts:
Chart Name
Description
Calls accepted by
campaign and agent
Displays the number of calls that are accepted by each agent for each campaign.
The Preview Outbound Agent Detail Performance Report includes the following information:
Field
Description
Agent Name
(Agent_ID)
The agent first name and last name. The string in parantheses displays the login ID
of the agent.
Campaign Name
The name of the campaign.
Offered
Number of outbound calls offered to the agent. A contact that is offered to an agent
multiple times (possibly because that agent skipped the call and it was eventually
looped back to the same agent) is counted once for each time the contact is presented.
Offered refers to the total number of Accepted, Rejected, and Closed calls.
Accepted
Total number of outbound calls accepted by the agent. A call is considered Accepted
if an agent clicks Accept when the call is presented.
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Field
Description
Rejected
The number of outbound calls that were skipped or rejected by the agent. This means
that the agent selected Reject, Skip, or Cancel Reservation. These contacts are
dialed again.
Closed
The number of Outbound contacts that are closed by the agent. This means that the
agent selected Skip-Close or Reject-Close. These contacts are not dialed again.
RNA
Ring-no-answer (RNA). The number of outbound calls that the agent ignores.
Transfer
The number of outbound calls that are transferred from another agent. The agent
does not dial an outbound call; instead, the other agent dials the outbound call and
transfers.
Average Talk Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spends
talking on outbound calls. The duration consists of all calls that were Agent Accepted
and classified as Voice.
Maximum Talk Time The longest time in HH:MM:SS (hours, minutes, seconds) that the agent spends
talking on an outbound call for this campaign. The duration consist of all calls that
were Agent Accepted and classified as Voice.
You can sort the Preview Outbound Agent Detail Performance Report by these criteria:
Sort Criterion
Result
Agent Name
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in alphabetical order by campaign name.
Offered
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by calls offered.
Accepted
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by calls accepted.
Rejected
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by calls rejected.
Closed
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by calls closed.
RNA
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by RNA.
Transfer
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by Transfer.
Average Talk Time
Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by average talk time.
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Preview Outbound Campaign Summary Report
Sort Criterion
Result
Maximum Talk Time Displays the agent names in alphabetical order. Within the same agent name, you
can sort the report in ascending order by maximum talk time.
You can filter the Preview Outbound Agent Detail Performance Report by these parameters:
Filter Parameter
Result
Campaign Name
Displays selected campaigns.
Agent Name
Displays selected agents.
Resource Group
Name
Displays agents who belong to the selected resource groups.
Skill Name
Displays agents who have the selected skills.
Team Name
Displays agents who belong to the selected teams.
Preview Outbound Campaign Summary Report
The Preview Outbound Campaign Summary Report shows information about call summary statistics for each
campaign over a specified time period. This report is available with the Unified Outbound Preview Dialer
(Outbound) feature. The Preview Outbound Campaign Summary Report includes these charts:
Chart Name
Description
Calls Accepted,
Rejected, Closed by
Campaign
Displays the number of calls that are accepted, rejected, or closed for each campaign.
The Preview Outbound Campaign Summary Report includes the following information:
Field
Description
Campaign Name
The name of the campaign.
Total Records
The number of contact records for this campaign.
Available
The number of contacts available (to be dialed). This number includes callbacks and
contacts that are retried because of previous unsuccessful dial attempts, such as an
answering machine response or busy status.
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Preview Outbound Campaign Summary Report
Field
Description
Attempted
The number of outbound contact records attempted. A contact is attempted when an
outbound call is placed to the customer, regardless of the outcome. A call record is
considered attempted if an agent clicks Accept for this contact.
A contact that is routed to and accepted by an agent is Attempted by the system. If
the contact is marked for Callback and later called by the same or another agent, this
call record is still Attempted once.
Similarly, if a contact is retried because the original attempt is unsuccessful (reached
answering machine, busy signal, or customer not home), the contact is counted once.
Attempted %
The percentage of outbound calls attempted.
The attempted is calculated as follows:
(Attempted/Total Records) x 100
Accepted
The number of outbound calls accepted. A call is accepted if an agent clicks Accept
when presented the call. A call that is routed to an agent; skipped or rejected by that
agent; routed to another agent; and then accepted by that other agent is counted once
towards the number of calls.
Rejected
The number of outbound calls that were skipped or rejected by an agent. The agent
selected Reject, Skip, or Cancel Reservation. These contacts are re-dialed. If a
contact is rejected by multiple agents, this field is incremented each time the contact
is rejected.
Closed
The number of outbound contacts that were closed by agents. The agent selected
Skip-Close or Reject-Close. These contacts are not re-dialed.
Voice
The number of outbound calls for the day that ended successfully. This means that
an agent accepted the call (by clicking Accept) and selected a classification of Voice
for this contact. The calls marked with this classification are a subset of the calls
accepted.
Answering Machine
The number of daily outbound calls with a classification of Answering Machine.
The agent clicks Accept and selects a classification of Answering Machine for this
contact.
Fax/Modem
The number of outbound calls with a classification of Fax/Modem. The agent clicks
Accept and selects a classification of Fax/Modem for this contact.
Invalid
The number of outbound calls for the day with a classification of Invalid. The agent
clicks Accept and selects a classification of Invalid for this contact.
Requested Callback
The number of calls marked for callback. A call that is accepted by an agent, marked
for callback, later routed to and accepted by another agent (at the callback time), and
re-marked for callback is counted twice towards the number of callback calls.
Customer Not Home
The number of outbound contacts where the person who answers the phone is not
the customer.
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Field
Description
Wrong Number
The number of outbound contacts where the person who answers the phone indicates
that the customer does not live there.
Do Not Call
The number of outbound contacts where the person who answers the phone indicates
that they do not want to be called.
Busy
The number of outbound calls where the response is a busy signal.
Average Talk Time
The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking
on outbound calls. The duration consists of calls that were Agent Accepted and
classified as Voice.
Maximum Talk Time The longest time in HH:MM:SS (hours, minutes, seconds) that an agent spends
talking on an outbound call. The consists of calls that were Agent Accepted and
classified as Voice.
You can sort the Preview Outbound Campaign Summary Report by these criteria:
Sort Criterion
Result
Campaign
Displays the campaign names in alphabetical order.
Total Records
Displays the records in ascending order.
Available
Displays the calls available in ascending order.
Attempted
Displays the calls attempted in ascending order.
Accepted
Displays the calls accepted in ascending order.
Agent Rejected
Displays the calls rejected by an agent in ascending order.
Voice
Displays the calls that ended successfully in ascending order.
Answering Machine
Displays the answering machine calls in ascending order.
Fax/Modem
Displays the report in ascending order of fax/modem calls.
Invalid
Displays the report in ascending order of invalid calls.
Requested Callback
Displays the report in ascending order of calls marked for callback.
Agent Closed
Displays the calls closed by the agent in ascending order.
Customer Not Home
Displays the calls for which the customer was not home in ascending order.
Wrong Number
Displays the calls that reached wrong numbers in ascending order.
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Priority Summary Activity Report
Sort Criterion
Result
Do Not Call
Displays the calls marked as do not call in ascending order.
Busy
Displays the busy calls in ascending order.
Average Talk Time
Displays the average talk time in ascending order.
Max Talk Time
Displays the maximum talk time in ascending order.
You can filter the Preview Outbound Campaign Summary Report by this parameter:
Filter Parameter
Result
Campaign
Displays statistics of selected campaigns.
Priority Summary Activity Report
The Priority Summary Activity Report shows call information for each call priority.
The Priority Summary Activity Report includes this chart:
Chart Name
Description
Total Calls by Call
Priority
For each priority level that is assigned, the percentage of calls that received that
priority is displayed.
The Priority Summary Activity Report includes the following information:
Field
Description
Call Priority
Final priority that the Unified CCX workflow assigns to the call when the call is
received, from 1 (lowest priority) to 10 (highest priority). All calls start with a default
priority of 1, unless a different priority is set in the workflow.
Total Calls
The final priority level assigned to the number of calls.
Avg Calls
The daily average number of calls that received a particular priority level as their
final priority level.
Total Number of Calls Number of calls that ended with a different priority level from when the call was
with Different
received.
Original and Final
Priorities
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Field
Description
Average Number of Average number of calls per day that ended with a different priority level from when
Calls (Per Day) with the call was received.
Different Original and
Final Priorities
Maximum Difference Maximum difference between the original priority level assigned when the call was
Between Original and received, and the priority level assigned when the call ended.
Final Priorities
Experienced by All
Calls
Average Difference
Average difference between a priority level assigned to a call when it was received
(Per Call) Between
and the priority level when the call ended.
Original and Final
Priorities Experienced
by All Calls
You can sort the Priority Summary Activity Report by these criteria:
Sort Criterion
Result
Call Priority
Displays the report by the final priority level assigned to each call.
Total Calls
Displays the number of calls according to their final priority level.
You can filter the Priority Summary Activity Report by this parameter:
Filter Parameter
Result
Call Priority Levels
Displays information for the calls assigned their final priority level. Priority levels
range from 1 (lowest) to 10 (highest).
Remote Monitoring Detail Report
The Remote Monitoring Detail Report shows the agent monitoring activities of supervisors.
The Remote Monitoring Detail Report includes these charts:
Chart Name
Description
Total Duration by
User ID
Displays the time that the supervisor spent in all monitoring sessions.
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Chart Name
Description
Average Wait Time
by User ID
Displays the average time that the supervisor waits in the monitoring session before
the actual monitoring starts. (Monitoring starts when the agent being monitored
makes or receives a call.)
The Remote Monitoring Detail Report includes the following information for monitoring session:
Field
Description
User ID
Name of the supervisor who monitored the call. A value of –1 indicates that no valid
user ID is configured in the workflow.
Start Time
Time that the monitoring session started.
Original
Monitored Party
Name of the CSQ or the Unified CCX extension of the agent that the supervisor
originally chose to monitor.
Monitored
Extension(s)
The extensions of one or more agents monitored in this session. If the supervisor
originally chose to monitor a CSQ, this field contains the extensions of the agents who
belong to that CSQ and who are monitored in this session. If the supervisor chose to
monitor an agent, this field contains the extension of the agent that is monitored. Multiple
agent extensions in the field indicate that a conference call or a transfer call involving
multiple agents was monitored.
Duration
Elapsed time between the start and end time of the monitoring session.
Wait Time
Time from when a supervisor chooses to monitor an agent or a CSQ to when the
monitoring starts.
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Field
Description
Status
The status of this monitoring session:
Normal – Monitored—Monitoring completed successfully.
Normal – Agent RNA—Agent did not answer the call.
Error – Unable to Stop Monitoring—Supervisor presses the * key to terminate the
monitoring session but it fails to terminate.
Error – Unable to Monitor New Call—Supervisor chooses to monitor a new call, but
the system fails to respond.
Error – Agent Logged Off—The agent that the supervisor intends to monitor has logged
off.
Error – Network Problem—Monitoring session is not successful due to network
problems.
Error – VoIP Server Unable to Communicate—Monitoring session is not successful as
a server with that Cisco Unified CCX Monitoring component fails to communicate.
Error – Monitoring Not Allowed—Supervisor attempts to monitor an agent or a CSQs
that are not on the allowed list.
Error – Agent Not Logged In—Agent that the supervisor intends to monitor is not
logged in.
Error – Invalid Input—Supervisor enters input that is not recognized by the system.
Error – Other—Errors not defined by any of the preceding messages.
You can sort the Remote Monitoring Detail Report by these criteria:
Sort Criterion
Result
Start Time
Displays the report by the time that the monitoring session starts.
User ID
Displays the report in order of the name of the supervisor.
Duration
Displays the report in order of the time duration of the monitoring session.
Traffic Analysis Report
The Traffic Analysis Report shows information about incoming calls to the Cisco Unified CCX system. The
information is provided for each day in the report range and includes information about the peak hour(s) of
each day.
The Traffic Analysis Report can include these charts:
Chart Name
Description
Total Incoming Calls Displays the total number of calls received by the Cisco Unified CCX system for
by Date
each day in the report range.
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Chart Name
Description
Peak Calls by Date
For each date, displays the number of calls received in the hour(s) with the most
calls.
Average Call
Duration by Date
Displays the average length of calls for each day in the report range.
The Traffic Analysis Report includes a table that shows the following information for each date in the report
range:
Field
Description
Date
Date for which information is provided.
Total Incoming Calls Total number of calls received by the Cisco Unified CCX system for the day.
Avg Calls (per hour)
Average number of calls received during each hour for the day.
Peak Calls (per hour) Number of calls received during the peak hour(s). (See the next field.)
Peak Hour Start,Peak Start and end time of the hour(s) in a day during which the largest number of calls
Hour End
were received. This hour(s) is defined as the peak hour(s).
Call Duration Avg
Average call length for the day.
Call Duration Min
Length of the shortest call for the day.
Call Duration Max
Length of the longest call for the day.
You can sort the Traffic Analysis Report by this criterion:
Sort Criterion
Result
Date
Displays the report by the date of the information.
Report Footnotes
In some cases, the last page of a report may contain one of the footnotes shown in the following table:
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Report Footnote
Explanation
This report might not include complete data for calls The report period ends after the date and time, but
received after date time.
your Unified CCX deployment includes two servers
on which the Database component is installed. The
data on these servers has not been synchronized past
date and time.
If you see this footnote, take one of these actions:
• Wait a few minutes and then re-generate the
report
• If a failover has occurred, wait until the standby
server falls back
• Re-generate the report, but specify an end time
that is before the date and time
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When you generate a report with the Unified CCX Historical Reports client, you perform the following
general steps:
1 Choose general report settings, including the name of the report, whether to include charts, and the date
and time range for which you want information.
2 Choose detailed report settings, including a sort method and a filter parameter.
3 Use the Report Viewer to view, print, or save (export) the report.
The following sections describe these steps:
• General report settings, page 115
• Detailed report settings, page 118
• Save and Load report settings, page 120
• The Report Viewer, page 122
General report settings
General report settings include:
• Name of the report to generate
• Whether to include charts with the report
• Date and time range of the information contained in the report
You can return report settings to their default values by clicking Reset in the Unified CCX Historical Reports
main window. This action resets general and detailed report settings.
If a Report Settings file is loaded, clicking Reset returns general and detailed report settings to the values
specified in the file.
You can choose general report settings in the General Report Settings area, shown in the Historical Reports
window in Unified CCX Historical Reports client interface, on page 2.
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Generate a report
Related Topics
Generate a report, on page 116
Include charts with report, on page 116
Select date and time range for report, on page 117
Change time zone, on page 117
Save and Load report settings, on page 120
Generate a report
Procedure
Step 1
In the Reporting Task area of the Cisco Unified CCX Historical Reports window, click the Generate and
View Historical Reports radio button.
The window displays tabs for general and detailed report settings.
Step 2
Click the General tab if it is not selected already.
The General Report Settings area opens.
Step 3
Click the Report Type drop-down arrow, and choose the report that you want to generate.
If you have already generated this report in this Unified CCX Historical Reports session, any information that
you previously entered in the general or detailed fields for this report is shown in these fields again.
You can choose additional general and detailed report settings. You also must specify a date and time range
for the report before you can view it.
Related Topics
Include charts with report, on page 116
Select date and time range for report, on page 117
Detailed report settings, on page 118
View reports, on page 123
Include charts with report
By default, each historical report contains one or more charts that display specific information in the report.
You can include or omit these charts.
If you want to include charts with the report that you have chosen as described in the Generate a report, on
page 116, check the Include Charts in Report check box in the General Report Settings area. If you do not
want to include charts, uncheck this check box.
After choosing this setting, select a date and time range for the report to view it. You can also choose detailed
report settings.
Related Topics
Generate a report, on page 116
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Select date and time range for report
Select date and time range for report, on page 117
Detailed report settings, on page 118
View reports, on page 123
Select date and time range for report
You must select the date and time range for the data in the report that you have selected as explained in the
Generate a report, on page 116. In the Date and Time fields in the General Report Settings area, enter the
beginning and ending date and time for which you want to generate information.
You can now select additional general or detailed report settings, or click View to view the report.
Change time zone
The time zone displayed in the report is either UTC or local, based on the TIMEZONE settings in hrcconfig.ini.
You can also change the time zone for each report.
Note
When a report shows date and time information for an event or an activity in the report data, that date and
time is based on the TIMEZONE configuration in hrcconfig.ini.
The start and end time is also based on the TIMEZONE configuration in hrcconfig.ini.
The difference between the server time and the selected time zone is displayed within parentheses beside
the Start and End time.
The report generated time displayed at the bottom of the report is the local time of the HR client machine.
Procedure
Step 1
Step 2
Step 3
In the CCX Historical Reports window, choose the report settings.
Click the Settings menu.
Note
In the drop-down menu, you might notice the check mark beside the Use UTC Time Zone for
Reports menu option, depending on the configuration in hrcconfig.ini. The check mark is displayed
if the UTC time zone (value 1) has been configured; and the check mark is not displayed if the local
time zone (value 0 - Default) has been configured.
See hrcConfig.ini configuration file, on page 20.
Click the Use UTC Time Zone for Reports menu option to check or uncheck the check mark manually.
Related Topics
Generate a report, on page 116
Include charts with report, on page 116
Detailed report settings, on page 118
View reports, on page 123
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Detailed report settings
Detailed report settings let you order specific information. Detailed report settings include:
• Sorting method—Order in which information in a report appears
• Filter parameter—Specific information that a report includes
Figure 2: Detailed Report Settings Area
Choosing detailed report settings is optional. If you do not choose one or more settings, the report contains
all relevant information presented in the default order. This default order appears in the Sort Report By field.
You canreset detailed and general report settings to their default values by clicking Reset in the Unified CCX
Historical Reports window.
If a Report Settings file is loaded, clicking Reset returns the detailed and general report settings to the values
specified in that file.
Related Topics
Specify sorting method, on page 118
Specify filter parameter, on page 119
Save and Load report settings, on page 120
Specify sorting method
You can specify a sorting method to display the information in reports in a particular order. For detailed
information about the available sorting methods for a particular report, see Report details, on page 33.
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Procedure
Step 1
In the Reporting Task area of the Unified CCX Historical Reports window, click the Generate and View
Historical Reports radio button.
The window displays tabs for general and detailed report settings.
Step 2
Click the Detailed tab.
The Detailed Report Settings area opens.
Step 3
Click the Sort Report By drop-down arrow to view the list of available sort methods.
After specifying a sorting method, you can select additional detailed report settings, or click View to view
the report.
Related Topics
Specify filter parameter, on page 119
View reports, on page 123
Specify filter parameter
A filter parameter lets you limit the information that a report includes by selecting only the information that
you want. For example, if you are generating an Agent Summary Report, you can use a filter parameter to
include information for specific agents.
For information about the available filter parameters for a particular report, see Report details, on page 33.
If no filter parameter is available for the report that you are generating, the Parameter Setting area displays
No Parameter Detailed Settings Available.
Procedure
Step 1
In the Reporting Task area of the Unified CCX Historical Reports window, click the Generate and View
Historical Reports radio button.
The window displays tabs for general and detailed report settings.
Step 2
Click the Detailed tab.
The Detailed Report Settings area opens.
Step 3
Click the Filter Parameter drop-down arrow to view a list of available filter parameter.
Depending on the filter parameter you choose, the Available pane of the Parameter Setting area displays either
a list of available parameter settings or the Enter Parameter Value field. If you have previously chosen parameter
settings for this report and this parameter during this session, the settings you chose previously display in the
Selected pane.
Step 4
If a list of available parameter settings appears, choose the parameter setting that you want to use:
a) To choose specific settings that appear in the Available pane, click the settings and then click >. The
settings move to the Selected pane. To select all settings, click >> without choosing any settings.
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b) To unselect specific settings that appears in the Selected pane, choose that setting, and then click <. To
unselect all settings, click << without choosing any settings.
If the Enter Parameter Value field appears, enter the value that you want to use in the filter parameter.
Related Topics
Specify sorting method, on page 118
View reports, on page 123
Save and Load report settings
If you generate particular reports often, want to save the general and detailed report settings. You can recall
these settings and make adjustments to them each time that you generate the report. You can also recall these
settings and use them as a basis for a scheduled report.
You save report settings in the Report Settings file. When you load this file, the report settings saved in that
file appear in the Unified CCX Historical Reports window.
Related Topics
Save Report Settings, on page 120
Load Report Settings, on page 121
Change and Save Report Settings, on page 122
Save Report Settings
By default, the Unified CCX Historical Reports client saves Report Settings files on your computer in the
Unified CCX Historical Reports\Reports directory. By default, the system installs the reports in the Program
Files directory. The client gives a Report Settings file the name report.chc, where report is the name of the
report for which you are saving settings. You can change the default directory and the base file name for a
Report Settings file. The file name must have the extension .chc.
To save report settings in a new Report Settings file, follow these steps:
Procedure
Step 1
Step 2
Step 3
In the Unified CCX Historical Reports window, choose the general report settings and detailed report settings
that you want to save.
Choose File > Save, or choose File > Save As, or click the Save tool.
The Save As dialog box opens.
you can make changes in the Save As dialog box as follows:
a) To save Report Settings files in a directory other than the default directory, use the Save In drop-down
arrow, the Folder Name pane, or the Save In tools to specify the directory.
b) To change the file name that appears in the File Name field, enter the file name that you want. To choose
a file that already exists, use the File Name drop-down arrow to display a list of file names, and then
choose the file name. A message prompts you to replace the existing file. Click Yes to continue.
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Note
Step 4
A report settings file name must have the extension .chc. The system adds this extension to the
name in the File Name field automatically.
Click Save.
The Unified CCX Historical Reports client saves the Report Settings file. You can load this file whenever
you need it.
Related Topics
General report settings, on page 115
Detailed report settings, on page 118
Load Report Settings, on page 121
Change and Save Report Settings, on page 122
Load Report Settings
When you load report settings, you specify the name of the required Report Settings file. When the report
loads, these settings appear in various fields in the Unified CCX Historical Reports window.
If the client software stops while you are loading report settings, start the client software and load a Report
Settings file in one step by choosing the Report Settings file in the directory in which it is stored.
Note
You cannot load a report settings file that contains settings for a report for which you do not have access.
You cannot load a report settings file if the file was created when the client language was different than
the current language.
Procedure
Step 1
In the Reporting Task area of the Unified CCX Historical Reports window, click Load Existing Report
Setting.
You may also click the Open tool or choose File > Open.
The Open dialog box opens, showing the File List pane.
Step 2
If the Report Settings file that you want appears in the File List pane, double-click the name of the file, or
click the name of the file and then click Open.
If the Report Settings file does not appear, use the Look In drop-down arrow, the Folder Name pane, or the
Save In tools to specify the directory. Then double-click the name of the file, or click the name of the file and
then click Open.
The Unified CCX Historical Reports window opens. The General and Detailed report settings fields contain
settings from the Report Settings file.
Related Topics
Save and Load report settings, on page 120
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Change and Save Report Settings
You can load a Report Settings file, make changes to any setting, and save the changes in the original Report
Settings file or in a new file.
Procedure
Step 1
Step 2
Step 3
Load a Report Settings file as described in the Load Report Settings, on page 121.
Make changes to the report settings as required.
If you want to save the changes in the Report Settings file that is currently loaded, select File > Save.
If you want to save the changes in a new Report Settings file, select File > Save As. Enter the new file name
in the Save As dialog box, and then click Save.
Note
If you load and make changes to a Report Settings file without saving the file, and you then try to
select a new report type or exit Unified CCX Historical Reports, the computer displays a dialog box
prompting you to save the changes. Click Yes to save the changes in the original Report Settings file
or click No to continue without saving the changes.
Sample historical reports
Some sample historical reports are located with the product documentation, under the Design Guides section
of the following web site:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_user_guide_list.html
The Report Viewer
The Report Viewer window opens automatically when you click View in the Unified CCX Historical Reports
window to generate a report. Along with the report you have generated, this window also contains a toolbar,
which provides tools for moving through the report, printing, exporting, finding text, and viewing information
about groups.
Figure 3: Report Viewer Toolbar
Item
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Close Current View tool
Display group information with Group Tree, on page
128
2
Print Report tool
Print reports, on page 129
3
Export Report tool
Export reports, on page 129
4
Toggle Group Tree tool
Display group information with Group Tree, on page
128
5
Display Size field
Change display size, on page 124
6
Go to First Page tool
Move through the report, on page 124
7
Go to Previous Page tool
Move through the report, on page 124
8
Page Number field
Move through the report, on page 124
9
Page count display
Move through the report, on page 124
10
Go to Next Page tool
Move through the report, on page 124
11
Go to Last Page tool
Move through the report, on page 124
12
Stop Loading tool
Move through the report, on page 124
13
Search Text tool
Find and Move to specific text, on page 125
14
Help tool
Online help, on page 5
Related Topics
View reports, on page 123
Change display size, on page 124
Move through the report, on page 124
Find and Move to specific text, on page 125
Display group information, on page 125
Print reports, on page 129
Export reports, on page 129
View reports
To view a report, follow these steps:
Procedure
Step 1
Step 2
In the Unified CCX Historical Reports window, select the report settings.
Click View.
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The report generates and opens in the Report Viewer window.
Some reports can take a few minutes to generate and another few minutes to load into the Report Viewer
window. To cancel a report while it is generating, click Cancel in the Unified CCX Historical Reports window
or click the Stop Loading tool in the Report Viewer window.
When a report appears in the Report Viewer window, you can:
• Change the size of the display
• Move to different parts of the report
• Find specific text in the report
• Display information about particular groups
To exit the Report Viewer window, click the Close button on the title bar.
Related Topics
Change display size, on page 124
Move through the report, on page 124
Find and Move to specific text, on page 125
Display group information, on page 125
Change display size
To change the display size, click the Display Size drop-down arrow and select a size.
You can also select the value that appears in this field, enter a value between 25% and 400%, and press the
Enter key.
Move through the report
To make the most efficient use of system resources, the Unified CCX Historical Reports client loads pages
on demand as you move through the report. The Page Number field in the Report Viewer window shows the
number of the currently displayed page. The Page Count field shows the number of pages in the report.
The Page Count field does not show the total number of pages until all pages of a report have been loaded.
Instead, it shows the number of the currently displayed page followed by a plus sign (+) to indicate that the
report contains additional pages.
You can move through a report one page at a time or jump to any specific page. The following table shows
how to move through a report:
To Make This Move When Viewing Perform This Action in the Report Viewer Window
a Report
Move forward one page
Click the Go To Next Page tool.
Move backward one page
Click the Go To Previous Page tool.
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Find and Move to specific text
To Make This Move When Viewing Perform This Action in the Report Viewer Window
a Report
Note
Move to the last page
Click the Go To Last Page tool.
Move to the first page
Click the Go To First Page tool.
Move to a specific page
Select the number that appears in the Page Number field, enter the page
number that you want, and then press the Enter key.
Moving directly to the first or last page in a long report can take a few minutes. To stop these move actions,
click the Stop Loading tool in the Report Viewer window.
Related Topics
Find and Move to specific text, on page 125
Find and Move to specific text
To find and move to specific text in a report that appears in the Report Viewer window:
Procedure
Step 1
On the Report Viewer toolbar, click the Search Text tool.
The Search dialog box opens.
Step 2
In the Find What field, enter the text that you want to find, and then click Find Next.
Caution
Wild card searches are not allowed in this
field.
The display moves to the next occurrence of the text that you entered.
You can continue to click Find Next to display subsequent occurrences of the same text.
Step 3
Click Cancel to close the Search dialog box.
Display group information
Most historical reports have a specific set of information that has been designated as a group. For example,
a group may contain the names of agents, or a group may contain dates. A report displays information arranged
by its group.
The following table shows the name of the group for each report.
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Report Name
Group
Abandoned Call Detail Activity Report
Call Start Date
Aborted and Rejected Call Detail Report
—
Agent Call Summary Report
Agent Name and Agent ID
Agent Detail Report
Agent Name and Agent ID
Agent Login Logout Activity Report
Agent Name and Agent ID
Agent Not Ready Reason Code Summary Report
Agent Name and Agent ID
Agent State Detail Report
Agent Name and Agent ID
Agent State Summary Report (by Agent)
Agent Name and Agent ID
Agent State Summary Report (by Interval)
Interval Start Time
Agent Summary Report
Agent Name and Agent ID
Agent Wrap-Up Data Detail Report
Agent Name and Agent ID
Agent Wrap-Up Data Summary Report
Wrap-Up Data
Application Performance Analysis Report
Application ID
Application Summary Report
—
Call Custom Variables Report
—
Called Number Summary Activity Report
Called Number
Chat Agent Detail Report
Agent Name and Agent ID
Chat Agent Summary Report
Agent Name and Agent ID
Chat Contact Service Queue Activity Report
Contact Service Queue Name and
ID
Chat CSQ Agent Summary Report
—
Chat Traffic Analysis Report
Date
Common Skill Contact Service Queue Activity Report (by Interval)
Call skills
Contact Service Queue Activity Report
Contact Service Queue Name and
ID
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Report Name
Group
Contact Service Queue Activity Report (by CSQ)
Contact Service Queue Name and
ID
Contact Service Queue Activity Report (by Interval)
Interval Start Time
Contact Service Queue Call Distribution Summary Report
Contact Service Queue Name and
ID
Contact Service Queue Priority Summary Report
—
Contact Service Queue Service Level Priority Summary Report
Contact Service Queue Name and
ID
CSQ–Agent Summary Report
—
Detailed Call by Call CCDR14 Report
—
Detailed Call, CSQ, Agent Report
—
Email Agent Activity
Agent name and contact service
queue date
Email Contact Service Queue Activity
Contact service queue name
Email Inbox Traffic Analysis
Email address
Email Response Detail
Contact service queue name and
time sent
Email Contact Service Queue Agent Activity
Contact service queue name and
contact service queue date
Email Resolution Detail
Contact service queue name,
Resolution and Resolve date
IVR Outbound Campaign Summary Report
Campaign Name
IVR Outbound CCDR Report
—
IVR Outbound Half Hourly Report (Predictive)
Campaign Name
Preview Outbound Campaign Summary Report
Campaign Name
Preview Outbound Agent Detail Performance Report
Agent Name
Priority Summary Activity Report
Call Priority
Remote Monitoring Detail Report
User ID
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Report Name
Group
Traffic Analysis Report
Date
14 CCDR = Contact Call Detail Record
When you view a report, you can display information for any particular item in its group. For example, in the
Agent Detail Report, you can display information for any agent.
You display group information using the Group Tree. For many reports, you can also display group information
directly from the charts that appear with the reports.
Related Topics
Display group information with Group Tree, on page 128
Display group information from Report Chart, on page 128
Display group information with Group Tree
A Group Tree is a list of all group names available for a particular report. Most reports have a Group Tree.
Procedure
Step 1
Click the Toggle Group Tree tool on the Report Viewer toolbar.
The Preview pane appears, displaying a list of groups.
Step 2
To display information for a group in the Preview pane, click the name of the group.
The group information appears in the Group Information pane. This pane has a tab that shows the group name.
If several Group Pane tabs appear, click the tab to display the information you want.
To display the Group Tree when you are viewing information in a Group Information Pane, click the Preview
tab.
Step 3
To close the Preview pane, click the Toggle Group Tree tool.
To close a Group Information pane when it is displayed, click the Close Current View tool.
Display group information from Report Chart
In many reports, moving the mouse pointer over information displayed in the charts generated with the reports
causes the pointer to change to a magnifying glass. The magnifying glass indicates that you can display group
information from that chart.
Procedure
Step 1
Make sure that the mouse pointer has changed to a magnifying glass, and then double-click the group name
or its associated data.
The Group Information pane opens, displaying information for the group.
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Print reports
Step 2
To return to the chart, click the Preview tab.
Step 3
To close a Group Information pane, click the Close Current View tool.
Print reports
You can print a report while viewing it. If you view information in a Group Information Pane, only that
information prints. The report prints on the default printer that has been designated for your computer.
Procedure
Step 1
In the Unified CCX Historical Reports window, choose the report settings, and then click View.
The report opens in the Report Viewer window.
Step 2
Click the Print tool.
The Print dialog box opens.
Step 3
Step 4
In the Print dialog box, choose the settings.
Click OK.
The Printing Records dialog box opens while the file is being printed and shows the printing progress.
Export reports
Exporting a report means saving the report in a file. You can specify the name and location of the file and the
format in which the report is saved. After a report is exported to a file, you can view, print, and manipulate
the data in the file with another program.
When you export a report, you can save it in any of the formats shown in the following table. If you export
reports to Microsoft Excel, make sure that the Extended version of Excel 7.0 is installed on your computer.
Format
Extension that the System Description
Adds to the File Name
Acrobat Format (PDF)
.pdf
Portable Document Format file that can be read with
Adobe Acrobat Reader
Comma-separated values .csv
(CSV)
Comma-separated text file
Excel (XLS)
Microsoft Excel file
.xls
Rich Text (Exact) Format .rtf
RTF file that can be opened with Microsoft Word
XML
Extensible Markup Language file
.xml
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Export reports
Procedure
Step 1
In the Unified CCX Historical Reports window, choose the report settings, and then click View.
The report opens in the Report Viewer window.
Step 2
Click the Export Report tool.
The Export dialog box opens.
Step 3
Click the Format drop-down arrow, and then choose the report format.
Note
Exporting 'Excel 97-2000 (Data Only)' does not preserve the header format, exporting in just 'Excel
97-2000' format also preserves the formatting.
A series of dialog boxes appears. The specific dialog boxes depend on the report format.
Step 4
Set the desired exporting options and specify the name and location for the export file by enter information
in the dialog boxes.
When you are finished, the system exports the report and displays the Exporting Records dialog box, which
shows the progress of the export operation.
To cancel the export operation, click Cancel Exporting.
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5
Schedule Historical Reports
Scheduling a historical report means instructing the Unified CCX Historical Reports client to automatically
generate the report in the future. Although you can schedule a report to generate once, the report scheduling
function is useful for preparing reports that you require regularly. For example, you can schedule an Agent
Detail Report to generate every Monday at midnight and an Agent Summary Report to generate on the first
Sunday of every month at noon.
When you schedule a report, you perform these steps:
1 Choose general settings for the report, including the name of the report, whether to include charts, to
save (export) or print the report.
2 Choose detailed settings for the report, including a sort method and a filter parameter.
3 Choose the time zone for the report data, if the Scheduler is running in English.
4 Choose scheduling settings, including how often and when the report is generated.
5 Save the scheduling information.
The following sections include these topics:
• Scheduled reports information, page 132
• Recommendations for scheduling, page 133
• The Scheduler, page 133
• General settings for Scheduled Reports, page 134
• Use detailed settings for Scheduled Reports, page 137
• Change time zone used for Scheduled Report, page 138
• Choose schedule settings, page 139
• Save schedule, page 141
• Schedule list, page 142
• Handling Missed Schedules, page 143
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Scheduled reports information
Scheduled reports information
The following table shows the types of schedules that you can specify for historical reports and the information
that is contained in each report:
Schedule Type
Daily
Recurrence Options
A daily report always contains data from
• Every day (Sunday through Saturday) 12:00 midnight (0000) to 11:59:59 p.m.
(1159:59) for the day before the report runs.
• Every weekday (Monday through
For example, a daily report that runs on
Friday)
Tuesday containdata for the preceding
• Every n days (for example, every 3
Monday.
days)
Note
Weekly
Monthly
A report that runs every weekday
runs every Tuesday through
Saturday so that it can include
information for Monday through
Friday.
A weekly report always contains data from
Sunday at 12:00 midnight (0000) to Saturday
at 11:59:59 p.m. (1159:59) for the week
• Every n weeks on a specific day (for before the report runs, regardless of the day
example, every two weeks on Friday) it runs. For example, a weekly report that
runs on Monday, on Wednesday, or on
Friday contains data for Sunday through
Saturday of the previous week.
• Every week on a certain day (for
example, every Monday)
• Every month on a specific date (for
example, the 15th of every month)
• Every month on a certain day (for
example, the first Friday of every
month)
Note
Once
A monthly report always contains data from
the first day of the previous month at 12:00
midnight (0000) to the last day of the
previous month at 11:59:59 p.m. (1159:59).
For example, a monthly report that runs on
any day in February will contain data for all
of January.
If a monthly report is scheduled to
run on a date that does not occur in
some months, for example the 30th
or 31st, the report runs on the last
day of a month that does not
contain the date.
Any single date and time that you specify
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Information Contained in the Report
A report that runs once contains data for the
date and time range that you specify.
Schedule Historical Reports
Recommendations for scheduling
Recommendations for scheduling
When a scheduled report generates, it uses significant resources on the Cisco Unified CCX server. To help
keep the server running efficiently, schedule reports to generate at times when the Unified CCX server is least
busy, for example, late at night or early in the morning.
The Scheduler
The Unified CCX Historical Reports client includes a Scheduler program. A Scheduler resides on each client
computer and performs these functions:
• Maintains information about each schedule, including when each schedule should execute and what
information the scheduled report should contain
• Executes schedules at their scheduled times, based on the time and date of the Unified CCX Historical
Reports client computer
The Scheduler runs automatically and unattended in the background on the Unified CCX Historical Reports
client computer. It does not affect other activities that you perform on the client computer. The Scheduler
should always be left running, even when you exit the Unified CCX Historical Reports window. If the Scheduler
is not running when a schedule should execute, the schedule does not execute.
If a schedule does not execute because the Scheduler is not running, the Missed Report dialog box appears
when the Scheduler restarts. See Handling Missed Schedules, on page 143.
You can control the Scheduler using the Scheduler icon, shown in the following figure. This icon appears in
the status area on your Windows taskbar.
Figure 4: Scheduler Icon
To verify that the Scheduler is running, right-click the Scheduler icon and look at the Run Scheduler option
in the Scheduler menu. If Run Scheduler is dimmed (unavailable), the Scheduler is running.
Note
The Scheduler icon does not appear in the Windows status bar under a terminal service session. If you
need to access features from the Schedule icon, do so from the computer on which the Scheduler is installed.
To start the Scheduler, right-click the Scheduler icon and select Run Scheduler. Or, select Start > Programs
> Cisco Unified CCX Historical Reports > Cisco Unified CCX Historical Reports Scheduler.
To stop the Scheduler, right-click the Scheduler icon and choose Stop Scheduler. The Scheduler remains
loaded, but it does not execute schedules.
To exit the Scheduler, right-click the Scheduler icon and choose Exit. The scheduler unloads and does not
execute schedules.
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General settings for Scheduled Reports
Note
If you change the system time on the Unified CCX Historical Reports client computer, stop and then
restart the Scheduler.
General settings for Scheduled Reports
General settings for scheduled reports include:
• Name of the report to schedule
• Whether to include charts with the report
• Whether to print the report or export it to a file
You can return the report settings you choose for a scheduled report to their default values by clicking Reset
in the Unified CCX Historical Reports window.
If you have saved report settings in a Report Settings file, you can load the Report Settings file and use it as
a basis for a scheduled report. See Save and Load report settings, on page 120.
If you have already made settings for a report in this Unified CCX Historical Reports session, the information
that you entered in the general or detailed fields appears in those areas when you schedule reports. If the report
is set to occur once, the date and time information appears in the Unified CCX Historical Reports Schedule
menu. You can use the information that appears in the general and detailed fields and in the Schedule menu
as a basis for your scheduled report, or you can click Reset to return the report settings to their default values.
Related Topics
Choose report to schedule, on page 134
Include charts with Scheduled Report, on page 135
Choose whether to print or export Scheduled Report, on page 135
Choose report to schedule
To choose the report that you want to schedule, follow these steps:
Procedure
Step 1
Step 2
Step 3
In the Unified CCX Historical Reports window, click the Schedule Future Reports, Including Repeat
Reports radio button.
Click the General tab, if it is not selected.
Click the Report Type drop-down arrow, and then choose the report that you want to generate.
Specify whether to include charts with the report, print or export the report, and select detailed report settings.
You also must select schedule settings before the schedule will execute.
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Include charts with Scheduled Report
Related Topics
Include charts with Scheduled Report, on page 135
Choose whether to print or export Scheduled Report, on page 135
Use detailed settings for Scheduled Reports, on page 137
Choose schedule settings, on page 139
Include charts with Scheduled Report
Each historical report can contain one or more charts that summarize information in the report.
Procedure
Step 1
Step 2
Step 3
In the Unified CCX Historical Reports window, click the Schedule Future Reports, Including Repeat
Reports radio button.
Click the General tab, if it is not selected.
Check the Include Charts in Report check box.
If you do not want to include charts, uncheck this check box.
Select whether to print or export the report, and select detailed report settings. You also must select schedule
settings before the schedule executes.
Related Topics
Choose report to schedule, on page 134
Choose whether to print or export Scheduled Report, on page 135
Use detailed settings for Scheduled Reports, on page 137
Choose schedule settings, on page 139
Choose whether to print or export Scheduled Report
When a schedule executes, the Unified CCX Historical Reports client prints the report or exports it (saves it
in a file). You can select detailed report settings. You also must select schedule settings before the schedule
executes.
Related Topics
Print Scheduled Report, on page 136
Export Scheduled Report, on page 136
Use detailed settings for Scheduled Reports, on page 137
Choose schedule settings, on page 139
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Choose whether to print or export Scheduled Report
Print Scheduled Report
Scheduled reports print on the default printer that has been designated for your computer. To print a scheduled
report, click the Export Type drop-down arrow in the Unified CCX Historical Reports window and select
Export to Printer.
Now you can choose detailed report settings. You also must select schedule settings before the schedule
executes.
Related Topics
Export Scheduled Report, on page 136
Use detailed settings for Scheduled Reports, on page 137
Choose schedule settings, on page 139
Export Scheduled Report
The Unified CCX Historical Reports client saves scheduled reports in files. You can view, print, and manipulate
the data in these files with other programs. Unless you have changed the defaultExportPath parameter in the
hrcConfig.ini file, the Unified CCX Historical Reports client stores these files on the client computer in the
Unified CCX Historical Reports\Reports directory. By default, the system installs in the Program Files
directory, and the client saves scheduled reports in a PDF file. Also by default, the client gives saved reports
a descriptive file name that indicates the following information:
• report name
• language
• date and time of creation
• login identification of the user who scheduled it
• scheduled recurrence
• date range
• file format
You can also specify another format, location, and file name. If you change the file name, the client
automatically adds descriptive information to the new file name when it creates the file.
When you save a generated report, you can designate any of the formats shown in the following table:
Format
Extension that the System Description
Adds to the File Name
Acrobat Format (PDF)
.pdf
Portable Document Format file that can
be read with Adobe Acrobat Reader
Comma-separated values (CSV)
.csv
Comma-separated text file
Excel (XLS)
.xls
Microsoft Excel file
Rich Text (Exact) Format
.rtf
RTF file that can be opened with
Microsoft Word
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Format
Extension that the System Description
Adds to the File Name
XML
.xml
Extensible Markup Language file
To save a scheduled report in a file when the report runs, follow these steps:
Procedure
Step 1
Step 2
Make sure that Export to File appears in the Export Type field in the Unified CCX Historical Reports window.
If Export to File does not appear, click the Export Type drop-down arrow, and then choose Export to File
from the list.
If you want to change the default format, location, or file name for exported files, click Export Location.
(The Export Location button appears as “...” in the window.)
The Save As dialog box opens. The Unified CCX Historical Reports client adds information to the default
file name in the File Name field when the report is generated.
Step 3
You can make changes in the Save As dialog box as follows:
a) To change the location, use the Save In drop-down arrow, the Folder Name pane, or the Save In tools to
specify the directory in which to save the exported report.
b) To change the file name, enter the new name in the File Name field, or click the drop-down arrow and
then choose it from the list of existing names. If you specify a file name that includes an extension shown
in the Save as type drop- down list, the system creates a file in that format, regardless of the format that
you select in the Save As field.
c) To change the format, click the Save As Type drop-down arrow, and then select the report format.
Step 4
Click Save.
You can select detailed report settings. You also must select schedule settings before the schedule will execute.
Related Topics
Print Scheduled Report, on page 136
Use detailed settings for Scheduled Reports, on page 137
Choose schedule settings, on page 139
Use detailed settings for Scheduled Reports
When you use detailed report settings, you can cause scheduled reports to include only specific information
or to display information in a particular order. Detailed report settings include a sorting method and a filter
parameter.
Detailed settings are optional. If you do not choose a detailed setting, the report contains all relevant information
presented in a default order.
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Change time zone used for Scheduled Report
Procedure
Step 1
Step 2
Step 3
In the Unified CCX Historical Reports window, click the Generate and View Historical Reports radio
button.
Click the Detailed tab.
Choose detailed settings as you do when you generate a report. See the Detailed report settings, on page 118.
After choosing these settings, select the schedule settings to execute the schedule.
Related Topics
Detailed report settings, on page 118
Specify sorting method, on page 118
Specify filter parameter, on page 119
Choose schedule settings, on page 139
Change time zone used for Scheduled Report
The time zone used in the English scheduled report is either UTC or local time zone, based on the TIMEZONE
settings in hrcconfig.ini. You can also change the time zone for each report.
Note
• The time and date for data in non-English scheduled reports is in the UTC time zone.
• When a report shows date and time information for an event or an activity in the report data, that
date and time is based on the TIMEZONE configuration in hrcconfig.ini.
• The Start and End time is also based on the TIMEZONE configuration in hrcconfig.ini.
• The difference between the server time and the selected time zone is displayed within parentheses
beside the Start and End time.
• The report generated time displayed at the bottom of the report is the local time of the HR client
machine.
Procedure
Step 1
Step 2
In the Unified CCX Historical Reports main window, Click the Settings menu.
Note
In the drop-down menu, you might notice the check mark beside the Use UTC Time Zone for
Reports menu option depending on the configuration in hrcconfig.ini. The check mark is displayed,
if UTC time zone (value 1) is configured and the check mark is not displayed if local time zone (value
0 - Default) is configured.
See hrcConfig.ini configuration file, on page 20.
Click the Use UTC Time Zone for Reports menu option to select or unselect the option manually.
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Choose schedule settings
Choose schedule settings
After you choose general, detailed and time zone settings for a report, select schedule setting. You can make
changes to any of the report settings later.
When you choose schedule settings, you specify:
• How often the schedule executes
• Date and time range of schedule recurrences (if the schedule executes more than once)
Procedure
Step 1
In the Unified CCX Historical Reports window, click the Schedule Future Reports, Including Repeat
Reports radio button.
Step 2
Click the General tab, if it is not selected.
Step 3
Click Change.
The Unified CCX Historical Reports Schedule window opens.
Figure 5: Cisco Unified CCX Historical Reports Schedule Window
1
Occurrence options
2
Occurrence frequency
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Choose schedule settings
3
Step 4
Range of recurrence options
In the Occurs area, select how often the schedule executes, as described in the following table.
If You Want the Schedule to
Execute This Often
Click This
Radio Button
Then Perform These Actions
Every day
Daily
Click the Every radio button, and then enter 1 in the
Every n Day(s) field.
Every specific number of days (for Daily
example, every 3 days)
Click the Every radio button, and then enter the number
of days in the Every n Day(s) field.
Every weekday (Monday through Daily
Friday)
Click the Every weekday radio button.
Note
This report runs every
Tuesday through Saturday
so that it can include
information for Monday
through Friday.
Every week on a certain day (for
example, every week on Friday)
Step 5
Weekly
Enter 1 in the Every n Week(s) On field, and then click
the radio button for the desired day.
Every specific number of weeks on Weekly
a certain day (for example, every
2 weeks on Monday)
Enter the number of weeks in the Every n Weeks(s) On
field, and then click the radio button for the desired day.
Every month on a specific date,
(for example, the 15th of every
month)
Monthly
Click the Day n of calendar month radio button. Then
enter the date in this field, or you can click the
drop-down arrow and click the scroll arrow to display
the date that you want and then click the date. (If you
enter a date that does not occur in some months, for
example 30 or 31, the system uses the last day of the
month for months that do not contain the date.)
Every month on a certain day (for Monthly
example, the second Friday of
every month, or the last Sunday of
every month)
Click the The number day of calendar month radio
button. Click the drop-down arrow in the first field and
select the number of the day. Then click the drop-down
arrow in the second field and select the name of the day.
One time
In the Report Start Date and Report End Date fields,
specify the dates and times of the first and last data that
you want to include in the report.
Once
Select these settings in the Range of Recurrence area:
• In the Start Date field, specify the date.
• In the Start Time field, specify the time.
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Save schedule
For a schedule that is set to occur daily, weekly, or monthly, make these settings in the Range of Recurrence
area:
• In the Start Date field, specify the first date to generate the schedule.
• In the Start Time field, specify the time to start.
Specify how often you want the schedule to recur:
• If you want the schedule to recur indefinitely, click the No end date radio button.
• If you want the schedule to recur a specific number of times, click the End after radio button, and enter
the number of occurrences in the End After field.
• If you want to specify the last date of a range during which you want the schedule to execute, click the
End by radio button, and enter the date in the End By field.
Step 6
Click OK to save your schedule settings.
Related Topics
Scheduled reports information, on page 132
General settings for Scheduled Reports, on page 134
Use detailed settings for Scheduled Reports, on page 137
Save schedule, on page 141
Save schedule
After selecting general, detailed, and schedule settings, save the scheduling information. When you save
scheduling information, the system stores the information you have specified as a schedule in the Scheduler
database.
Procedure
Step 1
In the Unified CCX Historical Reports window, click Schedule.
The Report Scheduled Successfully dialog box opens.
Step 2
Click OK.
Related Topics
Scheduled reports information, on page 132
General settings for Scheduled Reports, on page 134
Use detailed settings for Scheduled Reports, on page 137
Choose schedule settings, on page 139
Schedule list, on page 142
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Schedule list
Schedule list
To see a list of schedules that are stored in the Scheduler, choose Settings > Scheduler from the Unified CCX
Historical Reports window, or click the Scheduler tool. The Scheduled Reports window appears.
To exit the Scheduled Reports window, click Close.
The Scheduled Reports window lists each stored schedule that you created when you were logged into the
Cisco Unified CCX Historical Reports system using the current login information. This window displays each
schedule on a row and arranges information about each schedule in the columns shown in the following table:
Column
Description
Report Name
Name of the scheduled report
Date Created
Date and time that the schedule was created
Recurrence Type
How often the schedule executes
Export Type
Printer, or format of the export file
Apps Server
IP address or host name of the Unified CCX server
Schedule Description
Detailed description of the schedule
To expand a column if you cannot see its entire contents, drag the left or right border next to its title.
Related Topics
Arrange order of display, on page 142
Delete schedules, on page 142
Arrange order of display
When you open the Scheduled Reports window, the window displays schedules in alphabetical order by
Report Name. You can change the display order by arranging the schedules in ascending or descending order
by the information displayed in any column.
To change the order of displayed schedules, click the desired column name. The schedule appears in ascending
alphabetical or numerical order by the information in that column. Click the same column name again to
display the information in descending order.
For example, to display the list of schedules in the order that each schedule was created, click the Date Created
column title. Similarly, to display schedules by recurrence type, click the Recurrence Type column title.
Delete schedules
When you delete a schedule, the schedule is permanently removed from the Scheduler and will no longer be
run.
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Handling Missed Schedules
Procedure
Step 1
From the Scheduled Reports window, click anywhere in the row that contains the schedule you want to delete.
An arrow appears to the left of the name of the report, indicating that the schedule is selected.
Step 2
Click Delete.
The Confirmation dialog box opens.
Step 3
Click OK to permanently delete the schedule.
If you decide not to delete the schedule, click Cancel.
Handling Missed Schedules
For a schedule to execute
• The Unified CCX server, (or its standby server, if deployed) must be running.
• At least one server on which the Database component is installed must be running.
• The Scheduler must be running on the Unified CCX Historical Reports client computer.
If schedules do not execute because a server is not running, you can generate the reports manually when the
server is running.
If schedules do not execute because the Scheduler is not running, the Scheduler identifies missed schedules.
When the Scheduler restarts, the client computer displays a dialog box that shows the number of missed
schedules and prompts you to execute missed schedules. Click Yes to execute missed schedules, or click NO
to continue without executing the schedules. If you click Yes, the reports that generate depend on the parameters
specified in the sch.ini configuration file and the scheduling options for the reports.
For example, assume that you have set up a schedule to run daily, and that the schedule has no end date. In
addition, assume that five of these schedules were missed, and that the sch.ini file instructs the system to
execute up to three missed daily schedules. When you execute missed schedules, the system generates the
three most recent daily reports.
As another example, assume that you have set up a schedule to run weekly and to end after four occurrences.
In addition, assume that all of these schedules were missed, and that the sch.ini file instructs the system to
execute up to three missed weekly schedules. When you execute missed schedules, the system generates three
of the missed weekly reports. The first report are the one that was scheduled to be the final report. The other
reports are the two previous reports.
Related Topics
sch.ini configuration file, on page 22
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Log files
The Cisco Unified CCX Historical Reports system uses log files to record information about its activities.
You can refer to the appropriate log file to help determine the cause of and solution for an error that occurs
when
• You are generating, viewing, printing, or exporting a report
• The Scheduler is running a scheduled report
The following sections include these topics:
• Log files overview, page 145
• Client System Log Files, page 146
• Server log file, page 148
Log files overview
Some Unified CCX Historical Reports system log files reside on the client system, and some log files reside
on the Unified CCX server. Some log files can be generated on a standby server, if deployed. The following
table shows general information about the log files.
Log File
Contents
System Location
Reference
Historical Reports
Client Log Files
Information related to
generating, viewing,
printing, and exporting
reports
Client system
See the Historical Reports
Client log files, on page
146
Scheduler Log Files
Information related to
Scheduler activities
Client system
See the Scheduler log files,
on page 147
Servlets Log File
Information about users who Unified CCX server
log in or attempt to log in to
the Unified CCX Historical
Reports system
See the Servlet log file
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Log files
Client System Log Files
Related Topics
Client System Log Files, on page 146
Server log file, on page 148
Client System Log Files
The Unified CCX Historical Reports client maintains a series of Historical Reports Client log files and two
Scheduler log files. These log files reside on the Unified CCX Historical Reports client system. The log files
are
• [email protected]_CiscoAppReportsN.log—Contains information related to generating, viewing,
printing, and exporting reports
• CiscoSch.log—Contains information related to activities of the Scheduler other than printing and
exporting
• CiscoSchPrintExport.log—Contains information about printing and exporting activities of the Scheduler
Related Topics
Historical Reports Client log files, on page 146
Scheduler log files, on page 147
Open log files on Client System, on page 147
Log files on Client System interpretation, on page 148
Historical Reports Client log files
The Historical Reports Client log files are named [email protected]_CiscoAppReportsN.log. These
files are stored in the Unified CCX Historical Reports\logs directory. By default, the system installs in the
Program Files directory.
If you are not running the Unified CCX Historical Reports client under a Terminal Services session,
System-name is the name of the system on which the client is installed, and @session-no is not included. If
you are running the Unified CCX Historical Reports client under a Terminal Services session, System-name
is the name of the system from which you invoked Terminal Services, and @session-no is the session number
assigned to the system under the Terminal Service session.
The system writes information related to generating, viewing, printing, and exporting reports to the current
Historical Reports log file. When the system creates the first Historical Reports Client log file, the system
replaces N in the file name with 0. When this file reaches the size specified in the hrcConfig.ini configuration
file, the system creates a new Historical Reports Client log file. The system increases N in the new Historical
Reports Client log file by 1. This process continues until the system creates as many log files as specified in
the hrcConfig.ini configuration file. Then, the system begins overwriting the existing Historical Reports Client
log files, starting with the oldest log file.
Related Topics
hrcConfig.ini configuration file, on page 20
Open log files on Client System, on page 147
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Log files
Scheduler log files
Log files on Client System interpretation, on page 148
Scheduler log files
The Unified CCX Historical Reports Scheduler maintains two Scheduler log files:
• CiscoSch.log—Maintains information related to all Scheduler activities except printing and exporting
• CiscoSchPrintExport.log—Maintains information related to printing and exporting performed by the
Scheduler
The Scheduler log files are stored in the Unified CCX Historical Reports\Scheduler directory, which is under
the directory in which you installed the Unified CCX Historical Reports system. (By default, the system
installs in the Program Files directory.)
Each Scheduler log file has a maximum size of 4 MB. When a Scheduler log file reaches this size, the system
copies it to a backup file. The backup file has the same base name as the original file with the extension .bak.
The system maintains one such backup file for each Scheduler log file. Each time a Scheduler log file reaches
4 MB, the system moves that information to the existing backup file, overwriting the information in the existing
backup file.
Related Topics
Open log files on Client System, on page 147
Log files on Client System interpretation, on page 148
Open log files on Client System
You open a Unified CCX Historical Reports log file on the client system on which the log file is stored.
You can open log files from the Unified CCX Historical Reports window or by using a text editor. You can
also open Scheduler log files from the Scheduler.
When you open a log file from the Unified CCX Historical Reports window or from the Scheduler, log
information appears in a Notepad window. You can use a text editor to move through the information, to print
the file, or to save it under another name. To exit a Notepad window, click the Close button on the Notepad
menu bar.
Procedure
Step 1
Step 2
Click Help > Application Logs.
Navigate to the directory containing the log file that you want to open, and double-click the file name that
you want.
The file opens in a Notepad window.
Step 3
Right-click the Scheduler icon that appears in the status area of your Windows taskbar.
The Scheduler pop-up menu opens.
Step 4
Choose View CiscoSch.log or View CiscoPrintExport.log.
The file you choose opens in a Notepad window.
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Log files
Log files on Client System interpretation
Log files on Client System interpretation
Each log file on the Unified CCX client system contains a series of entries. The entries describe each activity
that occurs where the system maintains the information. Each entry includes the date and time that the activity
occurred, and a description of the activity. This information is arranged by occurrence, with the most recent
activity shown at the end of the file. The system numbers each line of information sequentially. A new line
numbered 1 is created each time the Unified CCX Historical Reports client starts.
Level of detail in log files depends on values you specify in configuration files. The level of detail of the
entries in the Historical Reports client log files depends on the LogLevel value specified in the hrcConfig.ini
configuration file. The level of detail of the entries in the Scheduler log files depends on the LogLevel value
specified in the sch.ini configuration file.
The information contained in the log files helps you locate any problems. If the Unified CCX Historical
Reports client experiences an error or a problem, open the appropriate log file and locate the entry that describes
the activity that was taking place when the error occurred.
Related Topics
hrcConfig.ini configuration file, on page 20
sch.ini configuration file, on page 22
Server log file
The main server log file related with Historical Reporting is Historical Reporting Servlet log file. The servlet
log file resides on the Unified CCX server in the following directories:
• \var\log\active\tomcat\logs
• \var\log\active\uccx\logs
The main log file is catalina.out. This file logs information from each servlet running on the Unified CCX
server, including the histRepClientsServlet servlet. This servlet provides the following information for users
who attempts to log in to the Unified CCX Historical Reports system:
• IP address of the client computer from which the login was attempted
• Date and time of the login attempt
• Whether the login attempt was successful
• Warning and error messages, if login to Historical reporting Client is failed
There is no maximum size for the catalina.out file. When new information is generated, it is appended to the
existing catalina.out file. To find information related to logging in to the Unified CCX Historical Reports
system, open this file and search for histRepClientsServlet.
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APPENDIX
A
Cisco Unified CCX reason codes
This appendix describes the events that cause an agent to go to the Logout state or Not Ready state. The
built-in agent Not Ready reason codes are generated by the Unified CCX server. The Agent State Detail
table includes a valid reason code for these two states. Reason codes for other states is zero (default).
This appendix includes the following sections:
• About reason codes, page 149
• System-generated reason code events, page 150
About reason codes
Reason codes are initiated by the agent from the Cisco Agent Desktop (CAD) or are generated by the system.
For details on agent-triggered reason code explanations see the Cisco Agent Desktop User’s Guide and the
Cisco Desktop Administrator User’s Guide.
The system-generated reason codes are displayed in the following reports when the Unified CCX server moves
an agent to the Logout or Not Ready states:
• Logout reason codes: The Agent Login Logout Activity Report displays detailed information about
the login/logout date, time, and other details for each session during the report period (see Agent Login
Logout Activity Report, on page 41).
• Not Ready reason codes: The Agent Not Ready Reason Code Summary Report displays information
about the length of time each agent spent in Not Ready state during a specified report period. For each
agent, the total time spent in the Not Ready state is displayed along with other details (see Agent Not
Ready Reason Code Summary Report, on page 43).
• Logout and Not Ready reason codes: The Agent State Detail Report displays about when the agent
changed from one state to another. (see Agent State Detail Report, on page 45).
Each system-generated reason code in these reports are associated with an event indicating the agent’s status
(see System-generated reason code events, on page 150).
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Cisco Unified CCX reason codes
System-generated reason code events
System-generated reason code events
The following events trigger system-generated reason codes:
• AGT_RELOGIN, on page 150 = 32767
• CLOSE_CAD, on page 150 = 32766
• CONNECTION_DOWN, on page 151 = 32765
• CRS_FAILURE, on page 151 = 32764
• AGT_RNA, on page 151 = 32763
• AGT_OFFHOOK, on page 151 = 32762
• AGT_RCV_NON_ICD, on page 151 = 32761
• AGT_LOGON, on page 152 = 32760
• PHONE_DOWN, on page 152 = 327659
• WORK_TIMER_EXP, on page 152 = 327658
• CM_FAILOVER, on page 152 = 327657
• PHONE_UP, on page 152 = 327656
• CALL_ENDED, on page 152 = 327655
• DEVICE_RESTRICTED, on page 153 = 32754
• LINE_RESTRICTED, on page 153 = 32753
• CANCEL_RESERVATION, on page 154 = 32752
• AGENT_SKIPS, on page 154 = 32751
• AGT_IPCC_EXT_CHANGED, on page 154 = 32750
• CANCEL_FEATURE, on page 154 = 32749
• SUP_AGT_TO_NOTREADY, on page 154 = 33
• SUP_AGT_TO_LOGOUT, on page 154 = 22
AGT_RELOGIN
Reason Code: 32767
State: Logout
The system issues this reason code when an agent is already logged in to one device (computer or phone) and
then tries to relog in to a second device.
CLOSE_CAD
Reason Code: 32766
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Cisco Unified CCX reason codes
CONNECTION_DOWN
State: Logout
The system issues this reason code when an agent closes the CAD without logging off.
CONNECTION_DOWN
Reason Code: 32765
State: Logout
The system issues this reason code when an IP Phone Agent or CAD crashes due to any reason or if the
connection is disrupted.
CRS_FAILURE
Reason Code: 32764
State: Logout
The system issues this reason code when the active server becomes the standby server and the agent loses
connection to the Unified CCX Platform.
AGT_RNA
Reason Code: 32763
State: Not Ready
The system issues this reason code when the agent fails to answer an Unified CCX call within the specified
timeout period.
AGT_OFFHOOK
Reason Code: 32762
State: Not Ready
The system issues this reason code when the agent goes off the hook to place a call. If the agent remembers
to do this task the corresponding agent-triggered reason code is displayed. If the agent does not remember to
do this task, the system issues this reason code.
AGT_RCV_NON_ICD
Reason Code: 32761
State: Not Ready
The system issues this reason code when the agent is logged on to the CAD or IP phone and then receives a
call that is not queued on the Unified CCX Platform.
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Cisco Unified CCX reason codes
AGT_LOGON
AGT_LOGON
Reason Code: 32760
State: Not Ready
The system issues this reason code when an agent logs in and is automatically placed in the Not Ready state.
PHONE_DOWN
Reason Code: 32759
State: Not Ready
The system issues this reason code if the agent’s phone crashes and that agent is placed in the unavailable
state.
WORK_TIMER_EXP
Reason Code: 32758
State: Not Ready
The system issues this reason code when an agent’s state is changed from WORK to Not Ready. This change
occurs if the WORK state for that agent’s CSQ is associated with an expired wrap-up timer.
CM_FAILOVER
Reason Code: 32757
State: Not Ready
The system issues this reason code when the Unified CM fails over and the agent is moved to the Not Ready
state.
PHONE_UP
Reason Code: 32756
State: Not Ready
The system issues this reason code when the agent’s phone comes up after it has been through a Phone Down
state.
CALL_ENDED
Reason Code: 32755
State: Not Ready
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Cisco Unified CCX reason codes
DEVICE_RESTRICTED
The system issues this reason code when an agent is moved to the Not Ready state after handling a Unified
CCX call. This situation occurs in one of two cases:
• If an agent (Agent 1) is in the Not Ready state and gets a consult Unified CCX call from another agent
(Agent 2). In this case, after handling the call, Agent 1 moves back to the Not Ready state.
• If an agent’s Automatic Available option is disabled and this agent gets a Unified CCX call, then this
agent goes to the Not Ready state after handling the call.
DEVICE_RESTRICTED
Reason Code: 32754
State: Not Ready
The system issues this reason code if the agent device is flagged as a restricted device by the Unified CM
Administrator.
Warning
Note
If an agent’s device is added to the restricted list, it impacts the functionality of the RmCm subsystem.
If the Allow Control of Device from CTI checkbox is not checked in the Default Device Profile
Configuration window in the Unified CM GUI, then the device remains restricted and cannot be controlled.
This setting can be modified for devices that register with Unified CM. See the Cisco Unified
Communications Manager Administration Guide.
LINE_RESTRICTED
Reason Code: 32753
State: Not Ready
The system issues this reason code if the agent’s phone line is flagged as a restricted device by the Unified
CM Administrator.
Warning
If an agent’s line is added to the restricted list, then the functionality of the RmCm subsystem is impacted.
Note
If the Allow Control of Device from CTI checkbox is not checked in the Default Device Profile
Configuration window in the Unified CM GUI, then the line remains restricted and cannot be controlled.
This setting can be modified for devices that register with Unified CM. See the Cisco Unified
Communications Manager Administration Guide.
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Cisco Unified CCX reason codes
CANCEL_RESERVATION
CANCEL_RESERVATION
Reason Code: 32752
State: Ready
The system issues this reason code when an agent receives a preview outbound call and decides to cancel the
reservation by pressing "Cancel Reservation" button on CAD.
AGENT_SKIPS
Reason Code: 32751
State: Ready
The system issues this reason code when an agent receives a preview outbound call and skips the call.
AGT_IPCC_EXT_CHANGED
Reason Code: 32750
State: Logout
The system issues this reason code when an agent is logged out from CCX because the agent’s IPCC extension
was changed in Unified Communications Manager.
CANCEL_FEATURE
Reason Code: 32749
State: Not Ready
The system issues this reason code when an agent’s state is changed from TALKING to Not Ready as a result
of the Cancel feature. The feature is triggered during an ICD consult call between two agents. When the
consulting agent presses the Cancel softkey on the phone, the consulted agent is no longer associated with an
ICD call and their state changes to Not Ready. This feature is only available on some newer phone models.
SUP_AGT_TO_NOTREADY
Reason Code: 33
State: Not Ready
The system issues this reason code when the Supervisor changes an agent’s state to Not Ready state.
SUP_AGT_TO_LOGOUT
Reason Code: 22
State: Logout
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Cisco Unified CCX reason codes
SUP_AGT_TO_LOGOUT
The system issues this reason code when the Supervisor changes an agent’s state to Logout.
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Cisco Unified CCX reason codes
SUP_AGT_TO_LOGOUT
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INDEX
A
Abandoned Call Detail Activity Report 27, 34
Aborted and Rejected Call Detail Report 27, 35
access 3
to Cisco Unified CCX Historical Reports client 3
ACD 53
work state 53
Agent Call Summary Report 27, 37
Agent Detail Report 27, 39
Agent Login Logout Activity Report 27, 41, 149
Agent Not Ready Reason Code Summary Report 27, 43
Agent State Detail Report 27, 45
Agent State Summary Report (by Agent) 27, 46
Agent State Summary Report (by Interval) 27, 48
Agent Summary Report 27, 50
Agent Wrap-up Code Summary 53
Application Logs 147
Application Performance Analysis Report 27, 56
Application Summary Report 27, 58
Automatic Contact Distribution 53
see ACD 53
Available pane 119
B
basic reports 64, 65, 66, 67, 68
Chat Agent Detail Report 64
Chat Agent Summary Report 65
Chat Contact Service Queue Activity Report 66
Chat CSQ Agent Summary Report 67
Chat Traffic Analysis Report 68
Chat Agent Detail Report 64
overview 64
Chat Agent Summary Report 65
overview 65
Chat Contact Service Queue Activity Report 66
overview 66
Chat CSQ Agent Summary Report 67
overview 67
Chat Traffic Analysis Report 68
overview 68
Cisco Unified CCX application package 16
Cisco Unified CCX Historical Reports client 3, 5
exiting 5
starting 3
CiscoSch.log 146, 147
CiscoSchPrintExport.log 146, 147
Close Current View tool 128
comma-separated text file (CSV) 136
Common Skill Contact Service Queue Activity Report (by
Interval) 27, 70
configuration file 19, 20, 22
editing 19
hrcConfig.ini 19, 20
sch.ini 19, 22
Contact Service Queue Activity Report 27, 72
Contact Service Queue Activity Report (by CSQ) 27, 74
Contact Service Queue Activity Report (by Interval) 27, 77
Contact Service Queue Call Distribution Summary Report 27, 80
Contact Service Queue Priority Summary Report 27, 82
Contact Service Queue Service Level Priority Summary
Report 27, 83
CSQAgent Summary Report 27, 84
D
C
Call Custom Variables Report 27, 59
Called Number Summary Activity Report 27, 63
Cancel button 123
Change button 139
chart 116
Detailed Call 27, 89
CSQ, Agent Report 27, 89
Detailed Call by Call CCDR Report 27, 85
Detailed Report Settings window 118, 119
Detailed tab 118, 119, 137
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Index
E
L
Email Agent Activity Report 92
Email Contact Service Queue Activity Report 93
Email Contact Service Queue Agent Activity Report 94
Email Inbox Traffic Analysis Report 95
Email Resolution Detail Report 96
Email Response Detail Report 95
EMail Response Detail Report 102
Enter Parameter Value field 119
export formats 129
Export Location button 136
Export Report tool 129
exporting 129, 136
language 24
unsupported 24
Load Existing Report Setting 121
log file 145, 146, 147, 148
Historical Reports Client 146
interpreting 148
on client 145
opening 147
Scheduler 147
log in 3, 4
changing information 4
to Cisco Unified CCX Historical Reports client 3
to different server 3
Login dialog box 3, 4
F
failover 5
File Name drop-down list 120
filter parameter 118, 119
formats 136
M
G
O
General tab 116, 134, 135, 139
Generate and View Historical Reports 116, 118, 119, 137
generating a report 116
group 125
Group Information pane 128
Group Tree 125
online help 5
Open tool 121
Microsoft Excel 129, 136
missed schedule 143
P
Help tool 5
historical report 115
See report 115
Historical Reports Client log file 20, 146
hrcConfig.ini 20, 148
hrcConfig.ini file 19
Parameter Setting area 119
PDF (Portable Document Format) 129, 136
Preview Outbound Agent Detail Performance 104
Preview Outbound Campaign Summary 106
Preview pane 128
Preview tab 128
Print tool 129
printing 129
Priority Summary Activity Report 27
privileges, See access
I
R
Include Charts in Report 116, 135
installing Cisco Unified CCX Historical Reports client 12
IVR Outbound Campaign Summary 97
IVR Outbound CCDR Report 99
IVR Outbound Half Hourly Report 102
Range of Recurrence options 139
Remote Monitoring Detail Report 27, 110
report 33, 116, 117, 124, 125, 129, 131
choosing 116
date and time range 117
details 33
display size 124
H
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report (continued)
exporting 129
finding text 125
generating 116
including charts 116
moving through 124
printing 129
scheduling 131
Report End Date field 117
report settings 120, 121
loading 121
saving 120
Report Settings file 115, 118, 120, 122
Report Start Date field 117
Report Type drop-down list 116, 134
Report Viewer window 122, 123
reset 115, 118, 134
Reset button 115, 118, 134
RTF (Rich Text Format) 129, 136
S
Save tool 120
sch.ini file 19, 22, 148
schedule 131, 132
Schedule button 141
Schedule Future Reports 134, 139
Including Repeat Reports 134, 139
Schedule window 139
scheduled reports 134, 135, 136, 137, 139, 141
choosing 134
detailed settings 137
exporting 136
including charts 135
occurrence frequency 139
occurrence options 139
printing 135
range of recurrence options 139
saving 141
Scheduled Reports window 142
scheduler 19, 22
configuration file 19, 22
Scheduler 133, 142, 147
exiting 133
functions 133
icon 133
starting 133
Scheduler (continued)
stopping 133
Scheduler log file 147
Scheduler tool 142
schedules 142
deleting 142
ordering 142
viewing 142
scheduling reports 131
Search Text tool 125
Selected pane 119
Skill Routing Activity Report 110
Sort Report By drop-down list 118
sorting method 118
standby serve 5
Stop Loading tool 123
T
Time field 117
Toggle Group Tree tool 128
Traffic Analysis Report 27
U
Unified OUTD reports 104, 106
Outbound Campaign Summary 106
Preview Outbound Agent Detail Performance 104
unsupported languages 24
user privileges, See access
User Privileges Missing dialog box 3
V
View button 122, 123
View CiscoPrintExport.log 147
View CiscoSch.log 147
X
XML 129, 136
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Index
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