Custom Reporting with Contact Center
Enterprise
Presented by Mike Browne
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Topics
What we will talk about today
 Termination Call Detail (TCD) records - basics
 Using Termination Call Detail records to determine who hung up
 CallType SkillGroup table
 Cisco Unified Intelligence Center (CUIC)
‒ Drilldowns (CallType SkillGroup example)
‒ Graphical reports
‒ Dashboards
‒ Permalinks
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TCD Basics
Termination Call Detail record basics
 A TCD record is created each time a peripheral in the network terminates
involvement in a call and any after call work is complete
 There can be many TCD records created per call
 Use the RouterCallKey/RouterCallKeyDay compound key to join together
all legs of a single call
 For performance reasons, none of the standard (stock) reports retrieve
TCD data
 To report on TCD records, extract them and load them into a custom
database or use an HDS-DDS dedicated to detail based reporting
 Index the custom database according to custom reporting needs
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TCD Basics
Termination Call Detail record generation example
 Call routed from CallManager to IVR based on DN and CallType
 Call routed from IVR to Agent
 Call is terminated at Agent answering device
CM Call leaves CM
PG
TCD #1
(on move to IVR)
Call trans to agent CM/
IVR
Agent
PG
PG
TCD #2
(on transfer to agent)
Call ends
TCD #3
(on agent completion)
TCD
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Who Hung Up
Using Termination Call Detail records to determine who hung up
 Call Disposition code of 52 indicates the called party disconnected
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Who Hung Up
Router
CallKeyDay
Router
CallKey
Router
CallKeySeq
150200
6391
1
150200
6391
2
150200
6391
0
DateTime
Peripheral
CallType
03/27/12
14:11:57
03/27/12
14:12:31
03/27/12
14:12:31
Call
Disposition
1
13
2
13
1
13
Caller hung up first – CVP call control leg CD set to 13 - normal call
clearing
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Who Hung Up
Router
CallKeyDay
Router
CallKey
Router
CallKeySeq
150200
6612
1
150200
6612
2
150200
6612
0
DateTime
Peripheral
CallType
03/27/12
14:18:01
03/27/12
14:18:24
03/27/12
14:18:26
Call
Disposition
1
13
2
13
1
52
Agent hung up first – CVP call control leg CD set to 52 - called party
disconnected
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Who Hung Up
Router
CallKeyDay
Router
CallKey
Router
CallKeySeq
150263
4358
1
150263
4358
2
150263
4358
3
150263
4358
0
DateTime
Peripheral
CallType
05/29/12
10:32:18
05/29/12
10:32:58
05/29/12
10:33:18
05/29/12
10:33:20
Call
Disposition
1
13
2
29
13
13
1
52
First agent transfers call to a second agent and the second agent
hung up first – CVP call control leg CD set to 52 - called party
disconnected
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CallType SkillGroup Table
Historical CallType SkillGroup information
 There is no pre-defined relationship between Call Types and Skill Groups,
the relationship is created in the routing scripts
 One Call Type can route to multiple Skill Groups
 One Skill Group can be assigned to multiple Call Types
 The CallType SkillGroup table contains the historical data of how the calls
were routed and the final disposition of the calls
 Answered/abandoned Interval buckets available for Skill Groups
 A CallType SkillGroup report can be used to link together the Call Type
and Skill Group reports via a drilldown
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DEMO
Cisco Unified Intelligence Center (CUIC)
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Cisco Unified Intelligence Center (CUIC)
Drilldowns
 Drilldowns provide a way to link one report grid with another report grid
 Requires a premium license and access to report definitions
 You can create a drilldown for any field in a report that is not a grouped
field
 There is no limit to the number of drilldowns you can define for a field
 You cannot drilldown to or from a chart or gauge or a report based on an
anonymous block or stored procedure
 A drilldown appears as a hyperlink on a field in the grid view
 Clicking the hyperlink opens a popup where you can select the desired
link
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Cisco Unified Intelligence Center (CUIC)
How to create a drilldown - CallType SkillGroup example
 Open the report definition and select the field you want to create the
hyperlink on
 Click Drilldowns, Create and enter a name for the drilldown
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Cisco Unified Intelligence Center (CUIC)
How to create a drilldown - CallType SkillGroup example
 Select the report to drilldown into
and specify the criteria to link the
reports
 Matching fields in the originating
report will provide a smooth
transition between the reports
 For this example, both the
calltypeid and datetime fields are
set to match the field in the
originating report.
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Cisco Unified Intelligence Center (CUIC)
How to create a drilldown - CallType SkillGroup example
 The reports are now linked together via the drilldown
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Cisco Unified Intelligence Center (CUIC)
Graphical reports
 CUIC provides three types of views: grids, charts and gauges
 Grids are tabular presentations of the data, charts and gauges are
graphical presentations of the data – gauges display a single metric
 All stock reports have one default grid view
 CUIC offers three types of charts: pie, column (bar) and line
 Pie charts present quantities as portions of a whole
 Column (bar) charts display differences between events
 Line charts display quantities over time, trends
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Cisco Unified Intelligence Center (CUIC)
Graphical reports – a gauge example
 A gauge displays a single number, that number is a footer value from one
of the fields
SUM(${ServiceLevelCalls}) / (SUM(${ServiceLevelCallsOffered}) - SUM(${ServiceLevelAband}))
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Cisco Unified Intelligence Center (CUIC)
Graphical reports – a gauge example
 Create a new view to create the gauge
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Cisco Unified Intelligence Center (CUIC)
Dashboards
 Dashboards are web pages that can display reports, scheduled reports,
sticky notes and web based elements such as URLs and web widgets
 Gauges make good additions to dashboards because they are visual
indicators that key values are within or outside of a normal range
 As a best practice, create subcategories for dashboards under the main
dashboards category and also create subcategories for the dashboard
reports under the main reports category
 Set default filters and check the bypass filter dialog check box for items
placed on dashboards and save these in the dashboard subcategories
 If displaying a chart or a gauge, adding a grid can also provide drilldown
capabilities to the dashboard
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Cisco Unified Intelligence Center (CUIC)
Dashboards example
 Save default filters and check bypass filter dialog, then add to dashboard
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Cisco Unified Intelligence Center (CUIC)
Permalinks
 Permalinks provide the ability to run reports from outside of CUIC, the
person running the report does not need to log in to the CUIC application
 Provide a direct permanent content link to reports through an Excel, HTML
or XML file
 Default filter must be set
 Bypass filter dialog must be set
 Report user has access to the report through the permalink as long as the
enable links check box in the view remains checked
 CUIC also supports dashboard HTML permalinks
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Cisco Unified Intelligence Center (CUIC)
Permalinks example
 Permalinks for reports are available from the views editor
 Permalinks for dashboards are available by right clicking on the
dashboard
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Don’t Forget to Complete
Your Developer Forum Evaluation
 Presentations for today’s sessions will be
available shortly after the Developer Forum
event, please contact the CDN Program at
cisco-developer-network@cisco.com with any
questions.
 Please also remember to complete your
evaluation forms and return them to Josie
Garcia at the registration desk right outside
session doors.
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