Cisco UCCX Reporting overview
Nayan Vaghela,
Product Manager - CCBU
Agenda
 Reports Provide Information You Can Act On
Real-Time Reporting
Historical Reporting
 Reporting Roadmap and Cisco Unified Intelligence
Center (CUIC)
 Advanced Topic
Historical Reporting Data Collection
Customizing Historical Reports
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Reporting Overview
Real-Time Reports
for Supervisor:
CSQ/Agent Stats
CCX (Standby)
CCX (Primary)
Supervisor Desktop
Reporting
DB
Reporting
DB
Real-Time Reports
for System Admin:
System Resources,
Contacts
System Monitoring
Historical Reports on
Contacts, Applications,
CSQs, Agents
Historical Reporting Client
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Supervisor Desktop
Using Real-Time Reports to Manage Agent Performance
Supervisor Desktop
CSQ Tree
(Skill Group)
Threshold Alert
(Enh, Prem)
Graphic Data
(Prem)
Agent Tree
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Monitoring Active Call
Agent Active
Call
Agent Enterprise Data
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Customizing Workflow—
Threashold Alert
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Customizing Look and Feel
 For each report, configure
Columns: which columns to display in what order
Graphical displays: bar chart, pie chart
Data refresh rate
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Cisco Mobile Supervisor
 View real-time reports on iPhone or iPod
Touch
 Dynamically respond to changing situations
from any location
 Free download from Apple AppStore
 Apple iPhone 3G or iPod Touch running
iPhone OS 2.0 or later
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System Monitoring
Using Real-Time Reports To Manage System Resources
System Monitoring
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Monitoring Applications
All Apps Loaded
on Server
Active Apps
Summary Actvity
of All Apps
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Contacts Summary
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Customization
 Polling interval
Configurable: from 3 sec to 3 min
 Resetting statistics
All statistics reset at 12 AM (default)
Manual reset at anytime
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Use Case
How to Clear a
Contact Stuck in
Queue?
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What Is a Contact Stuck in Queue?
 CSQ Stats Report shows contact in “waiting”
 Contact not routed to available agents
 Wait time accumulates; won’t clear on “Reset All Stats”
 Active status = false
Total Contacts
Presentation_ID
Contacts Waiting
[Oldest Contact in Queue]
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Clearing a Stuck Contact
Contacts
Report
 Select 1 of the 3
reports
 Select contact to clear
and choose Tools 
Clear Contact
 Admin confirmation
required
 Double confirmation
if contact is active
 No need to restart any
service!
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Tracking Cleared Contacts
 Database shows
CCDR.contactDisposition = 99
 MIVR log shows
Contact implID
Admin name
Time when clear request was made
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Historical Reporting Client
How to View, Sort, Filter, and Schedule Historical Reports?
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What’s New post 8.x?
 Supporting multiple time zones for
report data
 Migrating to IBM Informix Dynamic
Server
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HR Client GUI
Report task
Report
description
Report listing
Report start/end
time
View or Schedule
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Time Zone Selection
 User can select UTC time or local time
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Manipulating Report Output
Toggle Group
Tree
Help for this
Report
Export:
PDF, csv,
Excel, txt, XML
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Sorting and Filtering
Common Filters:
 Agent
 CSQ
 Team
 Skill
Filter by Agent
Selected Agents
Appear on Report
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Scheduling Historical Reports
Schedule
Report
Name
Create a
Schedule
Export to
Printer / File
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Using Historical Reports to Manage
Your Contact Center
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Using Historial Reports to Manage Your
Contact Center
 Managing agent performance
 Evaluating customer experience
 Drilling down to contact details
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Managing Agent Performance
Who Is Your Spotlight Agent?
 Who has the highest call handle
ratio?
 Who is selling hard with longest
talk time?
 How long is everyone logged in?
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Evaluating Customer Experience
How Long Did Customer Wait in Queue?
 Which CSQ has the highest %
of service level met? (performance
metric)
 Which CSQ has least % of calls
abandoned?
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Drilling Down to Contact Details
Troubleshooting a Specific Call
 Which CSQ handled the call coming
in around 11:15 AM?
 How long was it queued?
 Which agent answered the call?
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Complete Offering in 8.0(1)
 36 historical reports in 14 languages
 Detailed/summary reports on:
Contacts
Applications
CSQs
Agent activities
Voice
Email
Outbound preview dialer
Agent states
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Which Reports
Display Calls
Dequeued?
How Is ASA
Calculated?
What is % Service
Level Met?
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Getting Help on Historical Reports
Search for “Calls Handled”,
and Get a List of Reports
Which Display that Field
Get Detailed Description
for Each Report,
Each Field
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Historical Reporting Data Collection
How Is Data Stored in Database?
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Historical Reporting Data Collection
 Data overview
Contact data tables
Agent data tables
 Example call flows
Basic ACD call
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Contact Data Tables
 Each call has one or more CCDRs
Contact Call
Detail Record
(CCDR)
Contact Routing
Detail Record
(CRDR)
 Each call has a unique session ID
 A call has multiple segments on transfer or redirect
 Disposition on contact level: handled, abandoned,
rejected, aborted
 Each call has zero or more CRDRs
 End-to-end queue time as experienced by
customer
 Each call has zero or more CQDRs
Contact Queue
Detail Record
(CQDR)
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 Queue time, service level for each CSQ
 Disposition on CSQ level: handled, abandoned,
dequeued, handled by another CSQ
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Agent Data Tables
 Each call has zero or more ACDRs
Agent Connection
Detail Record
(ACDR)
Agent State
Detail Record
(ASDR)
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 A record is produced when an ACD call rings
at an agent
 An ACD call executes a Select Resource step
 A record is produced when agent changes
state (login, logout, ready, not ready,
reserved, talking, work)
 Reason code for not ready, logout
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Call Flow
CCX Server
2
1
3
4, 5
Agent Desktop
Reporting
DB
Call Operation
Data Collection Action
1. Call placed to route point
Begin CCDR
2. Executing Select Resource step
Begin CRDR, CQDR
3. Agent phone ringing
Begin ACDR
4. Terminating call; agent going to work state
Write CRDR, CQDR
5. Agent leaving work state
Write CCDR, ACDR
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Basic ACD Call
 Tom calls route point (1-800 number)
 Call is queued for Tech Support queue
 Tom is connected to agent Mary
 Call is terminated
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Record
sessionID
sessionSeqNum
CCDR
100
0
CRDR
100
0
CQDR
100
0
ACDR
100
0
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Customizing Historical Reports
For Your Specific Business Needs
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Reporting Components
CCX Server
Request for
“Agent Call
Summary Report”
Historical Reporting Client
Reporting DB
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Reporting Components, Cont.
CCX Server
Request for
“Agent Call
Summary Report”
Historical Reporting Client
SQL Stored
Procs at Work…
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Reporting Components, Cont.
CCX Server
Request for
“Agent Call
Summary Report”
Historical Reporting Client
Reporting DB
Final Report
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Development Components
Define Filtering /
Sorting Options on
Client GUI
CCX Server
Reporting DB
HR Client
Ask for Report
Stored Procedures
(*.sql)
XML Templates
(*.xml)
Crystal Reports
Templates
(*.rpt)
Display to User
Final Report
Display
SQL Queries to
Aggregate Raw Data
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Example: How to Create a New Report?
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How to Create a New Report?
 Step 1: Create or modify stored procedure
 Step 2: Create a DSN from client to server
 Step 3: Create template using Crystal Reports
 Step 4: Create XML template for sorting, filtering
CCX Server
HR Client
Reporting DB
XML (*.xml)
Stored Procs
(*.sql)
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Crystal Reports
(*.rpt)
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Custom Report Generation Guidelines
 Create an ODBC datasource from reporting client to
Informix server
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Custom Report Generation Guidelines
 Informix user ID to create custom
reports: uccxhruser
 Password: can be set at Password
Management page on Application
Administration
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Custom Report Generation Guidelines
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Custom Report Generation Guidelines
 Use Crystal Reports XI or 11.5 to create reporting
templates
 Historical Reporting Administrator and Developer
Guide 8.0(1)
Chapter 4: Creating Custom Historical Reports
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Summary of the Session
 Reports Provide Information You Can Act On
 Using real-time and historical reports to manage
– Contact center operations
– Agent performance
– System resources
 Customizing historical reports for your business needs
 Reporting roadmap and preview of Cisco Unified
Intelligence Center (CUIC)
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Documentation Links
 CCX Support Center
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_
products_support_series_home.html
 Supervisor Desktop User Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_8_0/user/guide/csd80ccxug-cm.pdf
 Administration Guide (real-time reporting)
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/
contact_center/crs/express_8_0/configuration/guide/uccx801ag.
pdf
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Documentation Links, Cont.
 Historical Reports User Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact
/contact_center/crs/express_8_0/user/guide/uccx801HRug.pdf
 Historical Reporting Administrator and Developer
Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact
/contact_center/crs/express_8_0/programming/guide/uccx80hr
adm.pdf
 Database Schema Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact
/contact_center/crs/express_8_0/user/guide/uccx801dbschema
.pdf
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CCX 8.0(1) Documentation Links, Cont.
 TOI VoDs
RT-Lite Historical Reporting TOI
https://www.myciscocommunity.com/videos/4312
Database Enhancements TOI
https://www.myciscocommunity.com/videos/4494
Historical Reporting Client TOI
https://www.myciscocommunity.com/videos/4266
 All videos
https://www.myciscocommunity.com/community/partner/collabo
ration/contactcenter?view=video
Mailer: ask-crs-reporting@cisco.com, ipcc-express-pm@cisco.com
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Q&A
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