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.
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:
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:
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.
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.
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.
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.
The system displays the Unified CCX Historical Reports window.
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.
Click the Login tool from the Cisco Unified CCX Historical Reports main window or choose Settings > Login.
The Login dialog box appears.
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.
Exit Unified CCX Historical Reports client
From the Unified CCX Historical Reports window, choose File > Exit.
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
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 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.
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
Unified CCX includes Unified Intelligence Center with the standard license enabled.
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:
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
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.
Select Cisco Unified Intelligence Center Reporting Client (CUIC).
After successful switch, select Launch CUIC.
To launch Unified Intelligence Center using a web browser:
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.
Enter your user name and password.
Click Log In.
Your access to the reporting application depends on administrator-assigned privileges. See Cisco Unified CCX Administration Guide for more information.
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:
Choose the report group from which you wish to pick a report.
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:
Import (requires System Configuration Administrator privilege)
Export (requires System Configuration Administrator privilege)
Delete (requires System Configuration Administrator privilege)
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.