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You cannot create new reports with the Unified Intelligence Center (Standard license) that is embedded with Unified CCX. To create new custom Historical reports, you need to install a Standalone Unified Intelligence Center with premium license. The version of the Standalone Unified Intelligence Center should be the same or older than the Unified Intelligence Center that is embedded in Unified CCX.
To install Standalone Unified Intelligence Center, see the Installation and Upgrade Guide for Cisco Unified Intelligence Center, located at:
https://www.cisco.com/en/US/products/ps9755/prod_installation_guides_list.html.
Note | The “Do Not Call” field is no longer available in Unified CCX 11.0(1) release onward. While upgrading to Unified CCX 11.0, report will not be generated if the “Do Not Call” column is present in the custom report. You can generate the report by removing the “Do Not Call” column from the custom reports in Unified CCX 11.0(1). |
The following table describes the task flow to create a new Historical report:
Sequence |
Task |
Where performed |
Reference |
---|---|---|---|
1 |
Create Unified CCX datasource |
Standalone Unified Intelligence Center |
See Create Unified CCX Data Source. See the "Standalone Cisco Unified Intelligence Center Configuration" section of the Cisco Unified Contact Center Express Administration Guide, located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html. |
2 |
Create custom stored procedure |
Unified CCX |
|
3 |
Create report definition |
Standalone Unified Intelligence Center |
See the "Create or edit report definitions" section of the Cisco Unified Intelligence Center Report Customization Guide, located at: https://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html . |
4 |
Export custom report |
Standalone Unified Intelligence Center |
See the "Export reports, report definitions, and categories" section of the Cisco Unified Intelligence Center Report Customization Guide, located at: https://www.cisco.com/en/US/products/ps9755/products_user_guide_list.html . |
5 |
Import custom report to Unified CCX |
Unified Intelligence Center embedded in Unified CCX |
See the "Import Reports" section of the Cisco Unified Contact Center Express Report User Guide, located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html. |
6 |
Set permissions to the new custom report |
Unified Intelligence Center embedded in Unified CCX |
See the "Manage user permissions" section of the Cisco Unified Contact Center Express Administration Guide, located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html. |
Create a Unified CCX data source on the Standalone Unified Intelligence Center server that points to the Unified CCX server.
Note | Do not create a data source in the Unified Intelligence Center (Standard license) that is bundled with Unified CCX. This scenario is not recommended and not supported. |
Note | Perform the following steps for both Unified CCX nodes, if applicable. |
The Unified CCX database schema details are described in the Database Schema Guide for Cisco Unified CCX and Cisco Unified IP IVR, located at:
See the task flow table in How to Create Custom Reports.