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

Preface

This chapter contains the following sections:

Overview

This document provides information to install, upgrade and access the Cisco Unified Contact Center Express (Unified CCX) Historical Reports Client interface. This document describes how to generate, view, print, save, and schedule historical reports. It also outlines how to administer the Historical Reports system.

Audience

This document is intended for call center supervisors who prepare and analyze Unified CCX historical reports.

Organization

This document is organized as follows:

Overview

Describes the Unified CCX database and the Unified CCX Historical Reports client interface

Installation and configuration

Describes how to install, upgrade and access the Unified CCX Historical Reports, and how to modify the configuration files

Description of Historical Reports

Describes the historical reports

Historical Reports generation

Describes how to generate, view, print, and save historical reports

Schedule Historical Reports

Describes how to use the Scheduler to automatically generate historical reports

Log files

Describes the Unified CCX Historical Reports system log files

Cisco Unified CCX reason codes

Describes the events that result in agents going to the Logout state or Not Ready state

Conventions

This manual uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: See the Cisco Unified CCX Installation Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.

Obtain documentation and submit service requests

To obtain documentation, submit a service request, and gather additional information, see the monthly What’s New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

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