Cisco Unified Contact Center Express Historical Reports User Guide Release
Historical Reports generation
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Historical Reports generation

Historical Reports generation

When you generate a report with the Unified CCX Historical Reports client, you perform the following general steps:

  1. Choose general report settings, including the name of the report, whether to include charts, and the date and time range for which you want information.
  2. Choose detailed report settings, including a sort method and a filter parameter.
  3. Use the Report Viewer to view, print, or save (export) the report.

The following sections describe these steps:

General report settings

General report settings include:

  • Name of the report to generate
  • Whether to include charts with the report
  • Date and time range of the information contained in the report

You can return report settings to their default values by clicking Reset in the Unified CCX Historical Reports main window. This action resets general and detailed report settings.

If a Report Settings file is loaded, clicking Reset returns general and detailed report settings to the values specified in the file.

You can choose general report settings in the General Report Settings area, shown in the Historical Reports window in Unified CCX Historical Reports client interface.

Related Information

Generate a report

Procedure
    Step 1   In the Reporting Task area of the Cisco Unified CCX Historical Reports window, click the Generate and View Historical Reports radio button.

    The window displays tabs for general and detailed report settings.

    Step 2   Click the General tab if it is not selected already.

    The General Report Settings area opens.

    Step 3   Click the Report Type drop-down arrow, and choose the report that you want to generate.

    If you have already generated this report in this Unified CCX Historical Reports session, any information that you previously entered in the general or detailed fields for this report is shown in these fields again.

    You can choose additional general and detailed report settings. You also must specify a date and time range for the report before you can view it.


    Related Information

    Include charts with report

    By default, each historical report contains one or more charts that display specific information in the report. You can include or omit these charts.

    If you want to include charts with the report that you have chosen as described in the Generate a report, check the Include Charts in Report check box in the General Report Settings area. If you do not want to include charts, uncheck this check box.

    After choosing this setting, select a date and time range for the report to view it. You can also choose detailed report settings.

    Related Information

    Select date and time range for report

    You must select the date and time range for the data in the report that you have selected as explained in the Generate a report. In the Date and Time fields in the General Report Settings area, enter the beginning and ending date and time for which you want to generate information.

    You can now select additional general or detailed report settings, or click View to view the report.

    Change time zone

    The time zone displayed in the report is either UTC or local, based on the TIMEZONE settings in hrcconfig.ini. You can also change the time zone for each report.


    Note


    When a report shows date and time information for an event or an activity in the report data, that date and time is based on the TIMEZONE configuration in hrcconfig.ini.

    The start and end time is also based on the TIMEZONE configuration in hrcconfig.ini.

    The difference between the server time and the selected time zone is displayed within parentheses beside the Start and End time.

    The report generated time displayed at the bottom of the report is the local time of the HR client machine.


    Procedure
      Step 1   In the CCX Historical Reports window, choose the report settings.
      Step 2   Click the Settings menu.
      Note   

      In the drop-down menu, you might notice the check mark beside the Use UTC Time Zone for Reports menu option, depending on the configuration in hrcconfig.ini. The check mark is displayed if the UTC time zone (value 1) has been configured; and the check mark is not displayed if the local time zone (value 0 - Default) has been configured.

      See hrcConfig.ini configuration file.

      Step 3   Click the Use UTC Time Zone for Reports menu option to check or uncheck the check mark manually.

      Related Information

      Detailed report settings

      Detailed report settings let you order specific information. Detailed report settings include:

      • Sorting method—Order in which information in a report appears
      • Filter parameter—Specific information that a report includes
      Figure 1. Detailed Report Settings Area



      Choosing detailed report settings is optional. If you do not choose one or more settings, the report contains all relevant information presented in the default order. This default order appears in the Sort Report By field.

      You canreset detailed and general report settings to their default values by clicking Reset in the Unified CCX Historical Reports window.

      If a Report Settings file is loaded, clicking Reset returns the detailed and general report settings to the values specified in that file.

      Related Information

      Specify sorting method

      You can specify a sorting method to display the information in reports in a particular order. For detailed information about the available sorting methods for a particular report, see Report details.

      Procedure
        Step 1   In the Reporting Task area of the Unified CCX Historical Reports window, click the Generate and View Historical Reports radio button.

        The window displays tabs for general and detailed report settings.

        Step 2   Click the Detailed tab.

        The Detailed Report Settings area opens.

        Step 3   Click the Sort Report By drop-down arrow to view the list of available sort methods.

        After specifying a sorting method, you can select additional detailed report settings, or click View to view the report.


        Specify filter parameter

        A filter parameter lets you limit the information that a report includes by selecting only the information that you want. For example, if you are generating an Agent Summary Report, you can use a filter parameter to include information for specific agents.

        For information about the available filter parameters for a particular report, see Report details.

        If no filter parameter is available for the report that you are generating, the Parameter Setting area displays No Parameter Detailed Settings Available.

        Procedure
          Step 1   In the Reporting Task area of the Unified CCX Historical Reports window, click the Generate and View Historical Reports radio button.

          The window displays tabs for general and detailed report settings.

          Step 2   Click the Detailed tab.

          The Detailed Report Settings area opens.

          Step 3   Click the Filter Parameter drop-down arrow to view a list of available filter parameter.

          Depending on the filter parameter you choose, the Available pane of the Parameter Setting area displays either a list of available parameter settings or the Enter Parameter Value field. If you have previously chosen parameter settings for this report and this parameter during this session, the settings you chose previously display in the Selected pane.

          Step 4   If a list of available parameter settings appears, choose the parameter setting that you want to use:
          1. To choose specific settings that appear in the Available pane, click the settings and then click >. The settings move to the Selected pane. To select all settings, click >> without choosing any settings.
          2. To unselect specific settings that appears in the Selected pane, choose that setting, and then click <. To unselect all settings, click << without choosing any settings.

            If the Enter Parameter Value field appears, enter the value that you want to use in the filter parameter.


          Save and Load report settings

          If you generate particular reports often, want to save the general and detailed report settings. You can recall these settings and make adjustments to them each time that you generate the report. You can also recall these settings and use them as a basis for a scheduled report.

          You save report settings in the Report Settings file. When you load this file, the report settings saved in that file appear in the Unified CCX Historical Reports window.

          Save Report Settings

          By default, the Unified CCX Historical Reports client saves Report Settings files on your computer in the Unified CCX Historical Reports\Reports directory. By default, the system installs the reports 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.

          To save report settings in a new Report Settings file, follow these steps:

          Procedure
            Step 1   In the Unified CCX Historical Reports window, choose the general report settings and detailed report settings that you want to save.
            Step 2   Choose File > Save, or choose File > Save As, or click the Save tool.

            The Save As dialog box opens.

            Step 3   you can make changes in the Save As dialog box as follows:
            1. To save Report Settings files in a directory other than the default directory, use the Save In drop-down arrow, the Folder Name pane, or the Save In tools to specify the directory.
            2. To change the file name that appears in the File Name field, enter the file name that you want. To choose a file that already exists, use the File Name drop-down arrow to display a list of file names, and then choose the file name. A message prompts you to replace the existing file. Click Yes to continue.
              Note   

              A report settings file name must have the extension .chc. The system adds this extension to the name in the File Name field automatically.

            Step 4   Click Save.

            The Unified CCX Historical Reports client saves the Report Settings file. You can load this file whenever you need it.


            Load Report Settings

            When you load report settings, you specify the name of the required Report Settings file. When the report loads, these settings appear in various fields in the Unified CCX Historical Reports window.

            If the client software stops while you are loading report settings, start the client software and load a Report Settings file in one step by choosing the Report Settings file in the directory in which it is stored.


            Note


            You cannot load a report settings file that contains settings for a report for which you do not have access. You cannot load a report settings file if the file was created when the client language was different than the current language.


            Procedure
              Step 1   In the Reporting Task area of the Unified CCX Historical Reports window, click Load Existing Report Setting.

              You may also click the Open tool or choose File > Open.

              The Open dialog box opens, showing the File List pane.

              Step 2   If the Report Settings file that you want appears in the File List pane, double-click the name of the file, or click the name of the file and then click Open.

              If the Report Settings file does not appear, use the Look In drop-down arrow, the Folder Name pane, or the Save In tools to specify the directory. Then double-click the name of the file, or click the name of the file and then click Open.

              The Unified CCX Historical Reports window opens. The General and Detailed report settings fields contain settings from the Report Settings file.


              Related Information

              Change and Save Report Settings

              You can load a Report Settings file, make changes to any setting, and save the changes in the original Report Settings file or in a new file.

              Procedure
                Step 1   Load a Report Settings file as described in the Load Report Settings.
                Step 2   Make changes to the report settings as required.
                Step 3   If you want to save the changes in the Report Settings file that is currently loaded, select File > Save.

                If you want to save the changes in a new Report Settings file, select File > Save As. Enter the new file name in the Save As dialog box, and then click Save.

                Note   

                If you load and make changes to a Report Settings file without saving the file, and you then try to select a new report type or exit Unified CCX Historical Reports, the computer displays a dialog box prompting you to save the changes. Click Yes to save the changes in the original Report Settings file or click No to continue without saving the changes.


                Sample historical reports

                Some sample historical reports are located with the product documentation, under the Design Guides section of the following web site:

                http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1846/​products_​user_​guide_​list.html

                The Report Viewer

                The Report Viewer window opens automatically when you click View in the Unified CCX Historical Reports window to generate a report. Along with the report you have generated, this window also contains a toolbar, which provides tools for moving through the report, printing, exporting, finding text, and viewing information about groups.

                Figure 2. Report Viewer Toolbar



                 

                Item

                Reference

                1

                Close Current View tool

                Display group information with Group Tree

                2

                Print Report tool

                Print reports

                3

                Export Report tool

                Export reports

                4

                Toggle Group Tree tool

                Display group information with Group Tree

                5

                Display Size field

                Change display size

                6

                Go to First Page tool

                Move through the report

                7

                Go to Previous Page tool

                Move through the report

                8

                Page Number field

                Move through the report

                9

                Page count display

                Move through the report

                10

                Go to Next Page tool

                Move through the report

                11

                Go to Last Page tool

                Move through the report

                12

                Stop Loading tool

                Move through the report

                13

                Search Text tool

                Find and Move to specific text

                14

                Help tool

                Online help

                View reports

                To view a report, follow these steps:

                Procedure
                  Step 1   In the Unified CCX Historical Reports window, select the report settings.
                  Step 2   Click View.

                  The report generates and opens in the Report Viewer window.

                  Some reports can take a few minutes to generate and another few minutes to load into the Report Viewer window. To cancel a report while it is generating, click Cancel in the Unified CCX Historical Reports window or click the Stop Loading tool in the Report Viewer window.

                  When a report appears in the Report Viewer window, you can:

                  • Change the size of the display
                  • Move to different parts of the report
                  • Find specific text in the report
                  • Display information about particular groups

                  To exit the Report Viewer window, click the Close button on the title bar.


                  Change display size

                  To change the display size, click the Display Size drop-down arrow and select a size.

                  You can also select the value that appears in this field, enter a value between 25% and 400%, and press the Enter key.

                  Move through the report

                  To make the most efficient use of system resources, the Unified CCX Historical Reports client loads pages on demand as you move through the report. The Page Number field in the Report Viewer window shows the number of the currently displayed page. The Page Count field shows the number of pages in the report.

                  The Page Count field does not show the total number of pages until all pages of a report have been loaded. Instead, it shows the number of the currently displayed page followed by a plus sign (+) to indicate that the report contains additional pages.

                  You can move through a report one page at a time or jump to any specific page. The following table shows how to move through a report:

                  To Make This Move When Viewing a Report

                  Perform This Action in the Report Viewer Window

                  Move forward one page

                  Click the Go To Next Page tool.

                  Move backward one page

                  Click the Go To Previous Page tool.

                  Move to the last page

                  Click the Go To Last Page tool.

                  Move to the first page

                  Click the Go To First Page tool.

                  Move to a specific page

                  Select the number that appears in the Page Number field, enter the page number that you want, and then press the Enter key.


                  Note


                  Moving directly to the first or last page in a long report can take a few minutes. To stop these move actions, click the Stop Loading tool in the Report Viewer window.


                  Find and Move to specific text

                  To find and move to specific text in a report that appears in the Report Viewer window:

                  Procedure
                    Step 1   On the Report Viewer toolbar, click the Search Text tool.

                    The Search dialog box opens.

                    Step 2   In the Find What field, enter the text that you want to find, and then click Find Next.
                    Caution   

                    Wild card searches are not allowed in this field.

                    The display moves to the next occurrence of the text that you entered.

                    You can continue to click Find Next to display subsequent occurrences of the same text.

                    Step 3   Click Cancel to close the Search dialog box.

                    Display group information

                    Most historical reports have a specific set of information that has been designated as a group. For example, a group may contain the names of agents, or a group may contain dates. A report displays information arranged by its group.

                    The following table shows the name of the group for each report.

                    Report Name

                    Group

                    Abandoned Call Detail Activity Report

                    Call Start Date

                    Aborted and Rejected Call Detail Report

                    Agent Call Summary Report

                    Agent Name and Agent ID

                    Agent Detail Report

                    Agent Name and Agent ID

                    Agent Login Logout Activity Report

                    Agent Name and Agent ID

                    Agent Not Ready Reason Code Summary Report

                    Agent Name and Agent ID

                    Agent State Detail Report

                    Agent Name and Agent ID

                    Agent State Summary Report (by Agent)

                    Agent Name and Agent ID

                    Agent State Summary Report (by Interval)

                    Interval Start Time

                    Agent Summary Report

                    Agent Name and Agent ID

                    Agent Wrap-Up Data Detail Report

                    Agent Name and Agent ID

                    Agent Wrap-Up Data Summary Report

                    Wrap-Up Data

                    Application Performance Analysis Report

                    Application ID

                    Application Summary Report

                    Call Custom Variables Report

                    Called Number Summary Activity Report

                    Called Number

                    Chat Agent Detail Report

                    Agent Name and Agent ID

                    Chat Agent Summary Report

                    Agent Name and Agent ID

                    Chat Contact Service Queue Activity Report

                    Contact Service Queue Name and ID

                    Chat CSQ Agent Summary Report

                    Chat Traffic Analysis Report

                    Date

                    Common Skill Contact Service Queue Activity Report (by Interval)

                    Call skills

                    Contact Service Queue Activity Report

                    Contact Service Queue Name and ID

                    Contact Service Queue Activity Report (by CSQ)

                    Contact Service Queue Name and ID

                    Contact Service Queue Activity Report (by Interval)

                    Interval Start Time

                    Contact Service Queue Call Distribution Summary Report

                    Contact Service Queue Name and ID

                    Contact Service Queue Priority Summary Report

                    Contact Service Queue Service Level Priority Summary Report

                    Contact Service Queue Name and ID

                    CSQ–Agent Summary Report

                    Detailed Call by Call CCDR1 Report

                    Detailed Call, CSQ, Agent Report

                    Email Agent Activity

                    Agent name and contact service queue date

                    Email Contact Service Queue Activity

                    Contact service queue name

                    Email Inbox Traffic Analysis

                    Email address

                    Email Response Detail

                    Contact service queue name and time sent

                    Email Contact Service Queue Agent Activity

                    Contact service queue name and contact service queue date

                    Email Resolution Detail

                    Contact service queue name, Resolution and Resolve date

                    IVR Outbound Campaign Summary Report

                    Campaign Name

                    IVR Outbound CCDR Report

                    IVR Outbound Half Hourly Report (Predictive)

                    Campaign Name

                    Preview Outbound Campaign Summary Report

                    Campaign Name

                    Preview Outbound Agent Detail Performance Report

                    Agent Name

                    Priority Summary Activity Report

                    Call Priority

                    Remote Monitoring Detail Report

                    User ID

                    Traffic Analysis Report

                    Date

                    1 CCDR = Contact Call Detail Record

                    When you view a report, you can display information for any particular item in its group. For example, in the Agent Detail Report, you can display information for any agent.

                    You display group information using the Group Tree. For many reports, you can also display group information directly from the charts that appear with the reports.

                    Display group information with Group Tree

                    A Group Tree is a list of all group names available for a particular report. Most reports have a Group Tree.

                    Procedure
                      Step 1   Click the Toggle Group Tree tool on the Report Viewer toolbar.

                      The Preview pane appears, displaying a list of groups.

                      Step 2   To display information for a group in the Preview pane, click the name of the group.

                      The group information appears in the Group Information pane. This pane has a tab that shows the group name.

                      If several Group Pane tabs appear, click the tab to display the information you want.

                      To display the Group Tree when you are viewing information in a Group Information Pane, click the Preview tab.

                      Step 3   To close the Preview pane, click the Toggle Group Tree tool.

                      To close a Group Information pane when it is displayed, click the Close Current View tool.


                      Display group information from Report Chart

                      In many reports, moving the mouse pointer over information displayed in the charts generated with the reports causes the pointer to change to a magnifying glass. The magnifying glass indicates that you can display group information from that chart.

                      Procedure
                        Step 1   Make sure that the mouse pointer has changed to a magnifying glass, and then double-click the group name or its associated data.

                        The Group Information pane opens, displaying information for the group.

                        Step 2   To return to the chart, click the Preview tab.
                        Step 3   To close a Group Information pane, click the Close Current View tool.

                        Print reports

                        You can print a report while viewing it. If you view information in a Group Information Pane, only that information prints. The report prints on the default printer that has been designated for your computer.

                        Procedure
                          Step 1   In the Unified CCX Historical Reports window, choose the report settings, and then click View.

                          The report opens in the Report Viewer window.

                          Step 2   Click the Print tool.

                          The Print dialog box opens.

                          Step 3   In the Print dialog box, choose the settings.
                          Step 4   Click OK.

                          The Printing Records dialog box opens while the file is being printed and shows the printing progress.


                          Export reports

                          Exporting a report means saving the report in a file. You can specify the name and location of the file and the format in which the report is saved. After a report is exported to a file, you can view, print, and manipulate the data in the file with another program.

                          When you export a report, you can save it in any of the formats shown in the following table. If you export reports to Microsoft Excel, make sure that the Extended version of Excel 7.0 is installed on your computer.

                          Format

                          Extension that the System Adds to the File Name

                          Description

                          Acrobat Format (PDF)

                          .pdf

                          Portable Document Format file that can be read with Adobe Acrobat Reader

                          Comma-separated values (CSV)

                          .csv

                          Comma-separated text file

                          Excel (XLS)

                          .xls

                          Microsoft Excel file

                          Rich Text (Exact) Format

                          .rtf

                          RTF file that can be opened with Microsoft Word

                          XML

                          .xml

                          Extensible Markup Language file

                          Procedure
                            Step 1   In the Unified CCX Historical Reports window, choose the report settings, and then click View.

                            The report opens in the Report Viewer window.

                            Step 2   Click the Export Report tool.

                            The Export dialog box opens.

                            Step 3   Click the Format drop-down arrow, and then choose the report format.
                            Note   

                            Exporting 'Excel 97-2000 (Data Only)' does not preserve the header format, exporting in just 'Excel 97-2000' format also preserves the formatting.

                            A series of dialog boxes appears. The specific dialog boxes depend on the report format.

                            Step 4   Set the desired exporting options and specify the name and location for the export file by enter information in the dialog boxes.

                            When you are finished, the system exports the report and displays the Exporting Records dialog box, which shows the progress of the export operation.

                            To cancel the export operation, click Cancel Exporting.