Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Unified CCX reports
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Unified CCX reports

Unified CCX reports

There are two reporting options:
  • Cisco Unified Intelligence Center Reporting
  • Historical Reporting

You can enable only one reporting client at a time.

CUIC Reporting

Enabling the Unified Intelligence Center (Unified IC) Reporting Client synchronizes all reporting users to the Unified Intelligence Center database. For more information on Unified IC, see Cisco Unified CCX Historical Reports User Guide release 9.0(1) available at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​user_​guide_​list.html.

To configure Unified IC settings, see Cisco Unified CCX Administration Guide release 9.0(1) available at http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1846/​products_​installation_​and_​configuration_​guides_​list.html

Historical Reporting

You can use web browsers to administer the Unified CCX Engine and your Unified CCX applications from any computer on the network.

You can use the Cisco Unified CCX Serviceability web interface to:

  • Start and stop the Unified CCX Engine
  • Monitor Unified CCX Engine activity

You can use the Cisco Unified CCX Administration web interface to:

  • Configure system parameters
  • View real-time and historical reports that include total system activity and application statistics.

This chapter provides information on configuring the database connection to facilitate historical reports and scheduling details for users.


Note


The Unified CCX database is separate from the customer database. A customer database needs to be purchased separately and stores basic client information such as name, telephone, type, and so forth. In order to query a database from an Unified CCX script, you need to have purchased premium licensing. Refer to the Cisco Unified CCX Compatibility Matrix for the list of supported database servers.


The Unified CCX historical reports system is designed to provide you with information about the call activities of your Unified CCX system. With Unified CCX Historical Reports, you can perform the following functions:

  • Easily 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 (CSVs).
  • Prepare custom reports using a variety of generally available third-party applications that are designed to create reports from databases.

You cannot run historical reports using the web browser. The historical reports client viewer is a stand-alone Windows-based application. You must first download the plugin for client viewer from Unified CCX, install it on a client machine (on a machine other than the Unified CCX server), and then run reports from the client viewer. Refer to the Cisco Unified CCX Historical Reports User Guide for more information.

Setting up Unified CCX for historical reporting consists of three tasks:

  1. Configuring limits for client/scheduler database connections
  2. Specifying users who can use historical reporting
  3. Defining purge configuration and scheduling

Note


Verify that the Number of HR Session Licenses field (in the System Parameters web page of the Unified CCX Administration GUI) is updated to reflect the licensed value. This value cannot be greater than the number of licensed Unified CCX seats. The default value is 0 for Unified CCX (Standard, Enhanced, and Premium) and 5 for Unified IP IVR. Refer to the Historical Reporting Configuration section in the Cisco Unified CCX Administration Guide for detailed configuration information. Also refer to the Managing Cisco Unified CCX Historical Reporting section in the Cisco Unified CCX Historical Reports User Guide.



Warning


If the Number of HR Session Licenses field value remains at 0 (default), you may encounter a licensing error and you cannot login to the Historical Reporting Client.


Default Unified CCX historical reports

The hrcConfig.ini file contains general configuration information for the Unified CCX Historical Reports client system. Refer to the hrcConfig.ini configuration File section in the Cisco Unified Contact Center Express Historical Reports User Guide for more information.

By default, each historical report contains one or more charts that display specific information in the report. You can choose whether to include or omit charts. Refer to the Including Charts with a Report section in the Cisco Unified CCX Historical Reports User Guide for more information.

By default, the Unified CCX Historical Reports client saves Report Settings files on your computer in the Unified CCX Historical Reports\Reports 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.) 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. Refer to the Saving Report Settings section in the Cisco Unified CCX Historical Reports User Guide.

Custom historical reports for Cisco Unified CCX

You can create your own Cisco Unified CCX historical reports and add them to the Report Type drop-down list on the Cisco Unified CCX Historical Reports main window. You must use Crystal Reports version 11 or 11.5 (Professional or Developer Edition) to create custom historical reports. For detailed instructions on creating Custom Historical Reports for Cisco Unified CCX, see Cisco Unified CCX Historical Reporting Administrator and Developer Guide.

Real-time Unified CCX reports

When the Unified CCX system is configured and functioning, you can view and monitor real-time activity using Cisco Unified CCX Administration web interface or from the agent and supervisor desktops directly.

Refer to the Reporting on Real-Time Unified CCX Data section in the Cisco Unified CCX Administration Guide.