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

Schedule Historical Reports

Scheduling a historical report means instructing the Unified CCX Historical Reports client to automatically generate the report in the future. Although you can schedule a report to generate once, the report scheduling function is useful for preparing reports that you require regularly. For example, you can schedule an Agent Detail Report to generate every Monday at midnight and an Agent Summary Report to generate on the first Sunday of every month at noon.

When you schedule a report, you perform these steps:

  1. Choose general settings for the report, including the name of the report, whether to include charts, to save (export) or print the report.
  2. Choose detailed settings for the report, including a sort method and a filter parameter.
  3. Choose the time zone for the report data, if the Scheduler is running in English.
  4. Choose scheduling settings, including how often and when the report is generated.
  5. Save the scheduling information.

The following sections include these topics:

Scheduled reports information

The following table shows the types of schedules that you can specify for historical reports and the information that is contained in each report:

Schedule Type

Recurrence Options

Information Contained in the Report

Daily

  • Every day (Sunday through Saturday)
  • Every weekday (Monday through Friday)
  • Every n days (for example, every 3 days)
Note   

A report that runs every weekday runs every Tuesday through Saturday so that it can include information for Monday through Friday.

A daily report always contains data from 12:00 midnight (0000) to 11:59:59 p.m. (1159:59) for the day before the report runs. For example, a daily report that runs on Tuesday containdata for the preceding Monday.

Weekly

  • Every week on a certain day (for example, every Monday)
  • Every n weeks on a specific day (for example, every two weeks on Friday)

A weekly report always contains data from Sunday at 12:00 midnight (0000) to Saturday at 11:59:59 p.m. (1159:59) for the week before the report runs, regardless of the day it runs. For example, a weekly report that runs on Monday, on Wednesday, or on Friday contains data for Sunday through Saturday of the previous week.

Monthly

  • Every month on a specific date (for example, the 15th of every month)
  • Every month on a certain day (for example, the first Friday of every month)
Note   

If a monthly report is scheduled to run on a date that does not occur in some months, for example the 30th or 31st, the report runs on the last day of a month that does not contain the date.

A monthly report always contains data from the first day of the previous month at 12:00 midnight (0000) to the last day of the previous month at 11:59:59 p.m. (1159:59). For example, a monthly report that runs on any day in February will contain data for all of January.

Once

Any single date and time that you specify

A report that runs once contains data for the date and time range that you specify.

Recommendations for scheduling

When a scheduled report generates, it uses significant resources on the Cisco Unified CCX server. To help keep the server running efficiently, schedule reports to generate at times when the Unified CCX server is least busy, for example, late at night or early in the morning.

The Scheduler

The Unified CCX Historical Reports client includes a Scheduler program. A Scheduler resides on each client computer and performs these functions:

  • Maintains information about each schedule, including when each schedule should execute and what information the scheduled report should contain
  • Executes schedules at their scheduled times, based on the time and date of the Unified CCX Historical Reports client computer

The Scheduler runs automatically and unattended in the background on the Unified CCX Historical Reports client computer. It does not affect other activities that you perform on the client computer. The Scheduler should always be left running, even when you exit the Unified CCX Historical Reports window. If the Scheduler is not running when a schedule should execute, the schedule does not execute.

If a schedule does not execute because the Scheduler is not running, the Missed Report dialog box appears when the Scheduler restarts. See Handling Missed Schedules.

You can control the Scheduler using the Scheduler icon, shown in the following figure. This icon appears in the status area on your Windows taskbar.

Figure 1. Scheduler Icon



To verify that the Scheduler is running, right-click the Scheduler icon and look at the Run Scheduler option in the Scheduler menu. If Run Scheduler is dimmed (unavailable), the Scheduler is running.


Note


The Scheduler icon does not appear in the Windows status bar under a terminal service session. If you need to access features from the Schedule icon, do so from the computer on which the Scheduler is installed.


To start the Scheduler, right-click the Scheduler icon and select Run Scheduler. Or, select Start > Programs > Cisco Unified CCX Historical Reports > Cisco Unified CCX Historical Reports Scheduler.

To stop the Scheduler, right-click the Scheduler icon and choose Stop Scheduler. The Scheduler remains loaded, but it does not execute schedules.

To exit the Scheduler, right-click the Scheduler icon and choose Exit. The scheduler unloads and does not execute schedules.


Note


If you change the system time on the Unified CCX Historical Reports client computer, stop and then restart the Scheduler.


General settings for Scheduled Reports

General settings for scheduled reports include:

  • Name of the report to schedule
  • Whether to include charts with the report
  • Whether to print the report or export it to a file

You can return the report settings you choose for a scheduled report to their default values by clicking Reset in the Unified CCX Historical Reports window.

If you have saved report settings in a Report Settings file, you can load the Report Settings file and use it as a basis for a scheduled report. See Save and Load report settings.

If you have already made settings for a report in this Unified CCX Historical Reports session, the information that you entered in the general or detailed fields appears in those areas when you schedule reports. If the report is set to occur once, the date and time information appears in the Unified CCX Historical Reports Schedule menu. You can use the information that appears in the general and detailed fields and in the Schedule menu as a basis for your scheduled report, or you can click Reset to return the report settings to their default values.

Choose report to schedule

To choose the report that you want to schedule, follow these steps:

Procedure
    Step 1   In the Unified CCX Historical Reports window, click the Schedule Future Reports, Including Repeat Reports radio button.
    Step 2   Click the General tab, if it is not selected.
    Step 3   Click the Report Type drop-down arrow, and then choose the report that you want to generate.

    Specify whether to include charts with the report, print or export the report, and select detailed report settings. You also must select schedule settings before the schedule will execute.


    Include charts with Scheduled Report

    Each historical report can contain one or more charts that summarize information in the report.

    Procedure
      Step 1   In the Unified CCX Historical Reports window, click the Schedule Future Reports, Including Repeat Reports radio button.
      Step 2   Click the General tab, if it is not selected.
      Step 3   Check the Include Charts in Report check box.

      If you do not want to include charts, uncheck this check box.

      Select whether to print or export the report, and select detailed report settings. You also must select schedule settings before the schedule executes.


      Choose whether to print or export Scheduled Report

      When a schedule executes, the Unified CCX Historical Reports client prints the report or exports it (saves it in a file). You can select detailed report settings. You also must select schedule settings before the schedule executes.

      Related Information

      Print Scheduled Report

      Scheduled reports print on the default printer that has been designated for your computer. To print a scheduled report, click the Export Type drop-down arrow in the Unified CCX Historical Reports window and select Export to Printer.

      Now you can choose detailed report settings. You also must select schedule settings before the schedule executes.

      Export Scheduled Report

      The Unified CCX Historical Reports client saves scheduled reports in files. You can view, print, and manipulate the data in these files with other programs. Unless you have changed the defaultExportPath parameter in the hrcConfig.ini file, the Unified CCX Historical Reports client stores these files on the client computer in the Unified CCX Historical Reports\Reports directory. By default, the system installs in the Program Files directory, and the client saves scheduled reports in a PDF file. Also by default, the client gives saved reports a descriptive file name that indicates the following information:
      • report name
      • language
      • date and time of creation
      • login identification of the user who scheduled it
      • scheduled recurrence
      • date range
      • file format

      You can also specify another format, location, and file name. If you change the file name, the client automatically adds descriptive information to the new file name when it creates the file.

      When you save a generated report, you can designate any of the formats shown in the following table:

      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

      To save a scheduled report in a file when the report runs, follow these steps:

      Procedure
        Step 1   Make sure that Export to File appears in the Export Type field in the Unified CCX Historical Reports window. If Export to File does not appear, click the Export Type drop-down arrow, and then choose Export to File from the list.
        Step 2   If you want to change the default format, location, or file name for exported files, click Export Location.

        (The Export Location button appears as “...” in the window.)

        The Save As dialog box opens. The Unified CCX Historical Reports client adds information to the default file name in the File Name field when the report is generated.

        Step 3   You can make changes in the Save As dialog box as follows:
        1. To change the location, use the Save In drop-down arrow, the Folder Name pane, or the Save In tools to specify the directory in which to save the exported report.
        2. To change the file name, enter the new name in the File Name field, or click the drop-down arrow and then choose it from the list of existing names. If you specify a file name that includes an extension shown in the Save as type drop- down list, the system creates a file in that format, regardless of the format that you select in the Save As field.
        3. To change the format, click the Save As Type drop-down arrow, and then select the report format.
        Step 4   Click Save.

        You can select detailed report settings. You also must select schedule settings before the schedule will execute.


        Related Information

        Use detailed settings for Scheduled Reports

        When you use detailed report settings, you can cause scheduled reports to include only specific information or to display information in a particular order. Detailed report settings include a sorting method and a filter parameter.

        Detailed settings are optional. If you do not choose a detailed setting, the report contains all relevant information presented in a default order.

        Procedure
          Step 1   In the Unified CCX Historical Reports window, click the Generate and View Historical Reports radio button.
          Step 2   Click the Detailed tab.
          Step 3   Choose detailed settings as you do when you generate a report. See the Detailed report settings.

          After choosing these settings, select the schedule settings to execute the schedule.


          Related Information

          Change time zone used for Scheduled Report

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


          Note


          • The time and date for data in non-English scheduled reports is in the UTC time zone.
          • 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 Unified CCX Historical Reports main window, 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 UTC time zone (value 1) is configured and the check mark is not displayed if local time zone (value 0 - Default) is configured.

            See hrcConfig.ini configuration file.

            Step 2   Click the Use UTC Time Zone for Reports menu option to select or unselect the option manually.

            Choose schedule settings

            After you choose general, detailed and time zone settings for a report, select schedule setting. You can make changes to any of the report settings later.

            When you choose schedule settings, you specify:

            • How often the schedule executes
            • Date and time range of schedule recurrences (if the schedule executes more than once)
            Procedure
              Step 1   In the Unified CCX Historical Reports window, click the Schedule Future Reports, Including Repeat Reports radio button.
              Step 2   Click the General tab, if it is not selected.
              Step 3   Click Change.

              The Unified CCX Historical Reports Schedule window opens.

              Figure 2. Cisco Unified CCX Historical Reports Schedule Window



              1

              Occurrence options

              2

              Occurrence frequency

              3

              Range of recurrence options

              Step 4   In the Occurs area, select how often the schedule executes, as described in the following table.

              If You Want the Schedule to Execute This Often

              Click This Radio Button

              Then Perform These Actions

              Every day

              Daily

              Click the Every radio button, and then enter 1 in the Every n Day(s) field.

              Every specific number of days (for example, every 3 days)

              Daily

              Click the Every radio button, and then enter the number of days in the Every n Day(s) field.

              Every weekday (Monday through Friday)

              Note   

              This report runs every Tuesday through Saturday so that it can include information for Monday through Friday.

              Daily

              Click the Every weekday radio button.

              Every week on a certain day (for example, every week on Friday)

              Weekly

              Enter 1 in the Every n Week(s) On field, and then click the radio button for the desired day.

              Every specific number of weeks on a certain day (for example, every 2 weeks on Monday)

              Weekly

              Enter the number of weeks in the Every n Weeks(s) On field, and then click the radio button for the desired day.

              Every month on a specific date, (for example, the 15th of every month)

              Monthly

              Click the Day n of calendar month radio button. Then enter the date in this field, or you can click the drop-down arrow and click the scroll arrow to display the date that you want and then click the date. (If you enter a date that does not occur in some months, for example 30 or 31, the system uses the last day of the month for months that do not contain the date.)

              Every month on a certain day (for example, the second Friday of every month, or the last Sunday of every month)

              Monthly

              Click the The number day of calendar month radio button. Click the drop-down arrow in the first field and select the number of the day. Then click the drop-down arrow in the second field and select the name of the day.

              One time

              Once

              In the Report Start Date and Report End Date fields, specify the dates and times of the first and last data that you want to include in the report.

              Step 5   Select these settings in the Range of Recurrence area:
              • In the Start Date field, specify the date.
              • In the Start Time field, specify the time.
              For a schedule that is set to occur daily, weekly, or monthly, make these settings in the Range of Recurrence area:
              • In the Start Date field, specify the first date to generate the schedule.
              • In the Start Time field, specify the time to start.
              Specify how often you want the schedule to recur:
              • If you want the schedule to recur indefinitely, click the No end date radio button.
              • If you want the schedule to recur a specific number of times, click the End after radio button, and enter the number of occurrences in the End After field.
              • If you want to specify the last date of a range during which you want the schedule to execute, click the End by radio button, and enter the date in the End By field.
              Step 6   Click OK to save your schedule settings.

              Related References

              Save schedule

              After selecting general, detailed, and schedule settings, save the scheduling information. When you save scheduling information, the system stores the information you have specified as a schedule in the Scheduler database.

              Procedure
                Step 1   In the Unified CCX Historical Reports window, click Schedule.

                The Report Scheduled Successfully dialog box opens.

                Step 2   Click OK.

                Schedule list

                To see a list of schedules that are stored in the Scheduler, choose Settings > Scheduler from the Unified CCX Historical Reports window, or click the Scheduler tool. The Scheduled Reports window appears.

                To exit the Scheduled Reports window, click Close.

                The Scheduled Reports window lists each stored schedule that you created when you were logged into the Cisco Unified CCX Historical Reports system using the current login information. This window displays each schedule on a row and arranges information about each schedule in the columns shown in the following table:

                Column

                Description

                Report Name

                Name of the scheduled report

                Date Created

                Date and time that the schedule was created

                Recurrence Type

                How often the schedule executes

                Export Type

                Printer, or format of the export file

                Apps Server

                IP address or host name of the Unified CCX server

                Schedule Description

                Detailed description of the schedule

                To expand a column if you cannot see its entire contents, drag the left or right border next to its title.

                Arrange order of display

                When you open the Scheduled Reports window, the window displays schedules in alphabetical order by Report Name. You can change the display order by arranging the schedules in ascending or descending order by the information displayed in any column.

                To change the order of displayed schedules, click the desired column name. The schedule appears in ascending alphabetical or numerical order by the information in that column. Click the same column name again to display the information in descending order.

                For example, to display the list of schedules in the order that each schedule was created, click the Date Created column title. Similarly, to display schedules by recurrence type, click the Recurrence Type column title.

                Delete schedules

                When you delete a schedule, the schedule is permanently removed from the Scheduler and will no longer be run.

                Procedure
                  Step 1   From the Scheduled Reports window, click anywhere in the row that contains the schedule you want to delete.

                  An arrow appears to the left of the name of the report, indicating that the schedule is selected.

                  Step 2   Click Delete.

                  The Confirmation dialog box opens.

                  Step 3   Click OK to permanently delete the schedule.

                  If you decide not to delete the schedule, click Cancel.


                  Handling Missed Schedules

                  For a schedule to execute

                  • The Unified CCX server, (or its standby server, if deployed) must be running.
                  • At least one server on which the Database component is installed must be running.
                  • The Scheduler must be running on the Unified CCX Historical Reports client computer.

                  If schedules do not execute because a server is not running, you can generate the reports manually when the server is running.

                  If schedules do not execute because the Scheduler is not running, the Scheduler identifies missed schedules. When the Scheduler restarts, the client computer displays a dialog box that shows the number of missed schedules and prompts you to execute missed schedules. Click Yes to execute missed schedules, or click NO to continue without executing the schedules. If you click Yes, the reports that generate depend on the parameters specified in the sch.ini configuration file and the scheduling options for the reports.

                  For example, assume that you have set up a schedule to run daily, and that the schedule has no end date. In addition, assume that five of these schedules were missed, and that the sch.ini file instructs the system to execute up to three missed daily schedules. When you execute missed schedules, the system generates the three most recent daily reports.

                  As another example, assume that you have set up a schedule to run weekly and to end after four occurrences. In addition, assume that all of these schedules were missed, and that the sch.ini file instructs the system to execute up to three missed weekly schedules. When you execute missed schedules, the system generates three of the missed weekly reports. The first report are the one that was scheduled to be the final report. The other reports are the two previous reports.

                  Related References