Cisco Unified CCX Administration Guide, Release 9.0(2)
Unified CCX Real-Time Reports
Downloads: This chapterpdf (PDF - 1.48MB) The complete bookPDF (PDF - 5.62MB) | The complete bookePub (ePub - 1.04MB) | Feedback

Unified CCX Real-Time Reports

Contents

Unified CCX Real-Time Reports

When the Unified CCX system is configured and functioning, you can run reports to monitor real-time activity using the Unified CCX Administration web interface.

If you have the Cisco Agent Desktop and Cisco Supervisor Desktop, you also can run real-time reports directly from these applications. Cisco Agent Desktop and Cisco Supervisor Desktop do not use the same calculations or data display methods as those that Unified CCX real-time reporting uses. Therefore, a report run using Unified CCX real-time reporting and a report run using Cisco Supervisor Desktop may not display the same information for a given statistic. To avoid confusion, it might help to make one of these tools your standard reporting tool.

You must be logged into the Unified CCX Administration web interface to run Unified CCX real-time reports.


Caution


While Unified CM supports Unicode characters in first and last names, those characters become corrupted in Unified CCX Administration web pages for RmCm configuration, Real Time Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports.


The following sections provide more information about real-time Unified CCX data:

Available Unified CCX Real-Time Reports

Unified CCX real-time reporting provides up to 12 reports that you can use to monitor Unified CCX system activity. The following table briefly describes each of these reports.

Report

Description

Application Tasks

Provides information about currently active applications.

Application Tasks Summary

Provides a summary of specific application activity.

Applications

Provides a list of all applications loaded on the Unified CCX server.

Contacts Summary

Provides information for call contacts, email contacts, and HTTP contacts. Also provides the total number of contacts.

Note   

Calls made by the Outbound subsystem will not be displayed in the Contacts Summary Real-Time Report.

Contacts

Provides information about currently active contacts.

Chat CSQ Cisco Unified Contact Center Express Stats

Provides information about Chat CSQ activity. This report is available only if Unified CCX has been configured.

Chat Resource Cisco Unified Contact Center Express Stats

Provides information about Chat Unified CCX resources activity.

CSQ Cisco Unified Contact Center Express Stats

Provides information about CSQ activity. This report is available only if Unified CCX has been configured.

Data Source Usage

Provides information about configured data source names (DSNs).

Engine Tasks

Provides information about currently active Engine tasks.

Preview Outbound Campaign Cisco Unified Contact Center Express Stats

Provides information about real-time Unified CCX information for the Outbound preview dialer.

IVR Outbound Campaign Stats

Provides real-time statistics on progressive and predictive Outbound IVR campaigns since the statistics were last reset.

Note   

This report will be available only if you have an Outbound IVR license on top of the Unified CCX premium license in your Unified CCX.

Overall IVR Outbound Stats

Provides real-time statistics across all predictive and progressive campaigns for all the configured Outbound IVR campaigns since the statistics were last reset.

Note   

This report will be available only if you have an Outbound IVR license on top of the Unified CCX premium license in your Unified CCX.

Overall Chat Cisco Unified Contact Center Express Stats

Provides information about Chat Unified CCX resources and contact information. This report is available only if Unified CCX has been configured.

Overall Cisco Unified Contact Center Express Stats

Provides information about Unified CCX resources and calls. This report is available only if Unified CCX has been configured.

Resource Cisco Unified Contact Center Express Stats

Provides information about Unified CCX resources activity.

Sessions

Provides information on all active sessions.

Related Topic

Report Menu

Open Real-Time Reports

Real-Time reporting is available from the Unified CCX Administration web interface.


Note


Real-Time Reporting requires the Java plug-in. If the Java plug-in is not already installed on the PC on which you are viewing the reports, the Unified CCX system will automatically install it when you choose Tools > Real Time Reporting.


The Application Reporting web page is a stand-alone component of the Unified CCX Administration interface. It has its own menu bar, which replaces the Unified CCX Administration menu bar.

To open real-time reporting, complete the following steps.

Procedure
    Step 1   If you are running Real-Time Reporting for the first time on this system, log into Unified CCX Administration as an Administrator.

    The system prompts you to download the Java plug-in; follow the prompt instructions.

    Note   

    After you perform the initial download of the Real-Time Reporting Java plug-in, non-Administrative users can access Real-Time Reporting on this system.

    Step 2   Choose Tools > Real-Time Reporting from the Unified CCX Administration menu bar.

    The Application Reporting web page opens in a new window. The real-time reporting tool requires a Java plug-in. If the plug-in is not installed on the machine you are using, the Unified CCX system prompts you to accept the automatic installation of the plug-in. If you do not accept the installation, you cannot use real-time reporting.


    Run Reports

    Open the real-time reporting tool from the Unified CCX Administration web interface to run reports.

    To run a real-time report, complete the following steps.

    Procedure
      Step 1   From the Application Reporting menu bar, choose Reports.
      Step 2   From the Reports menu, choose the report to run.

      The report opens in the Application Reporting window.


      Related References

      View Detailed Subreports

      You can view more detailed information for selected items in these four reports:

      • Application Tasks report
      • Contacts report
      • Applications report
      • Sessions report

      To view detailed subreports, complete the following steps.

      Procedure
        Step 1   Run the Application Tasks, Contacts, Applications, or Sessions report.
        Step 2   Click a line in the report for which you want to view more detailed information. For example, click an email address in the Contacts report.
        Step 3   From the Application Reporting menu bar, choose Views and click the subreport that you want to run.

        You can also open a subreport by right-clicking the selected item and choosing a subreport.

        The subreport opens.


        Related References

        Print Reports

        To facilitate printing, you can open a printable version of a report.

        To print a report, complete the following steps.

        Procedure
          Step 1   Run a report.
          Step 2   From the Application Reporting menu, choose Tools > Open Printable Report.

          A printable version of the report opens in a separate window.

          Step 3   Print the report using your browser print functionality.

          Reset Report Statistics

          The Unified CCX system automatically resets all statistics each day at midnight. You can reset the accumulated statistics manually at any time. Resetting statistics does not reset active statistics, such as active contacts and active tasks.

          To reset report statistics, complete the following steps.

          Procedure
            Step 1   From the Application Reporting menu bar, choose Tools > Reset All Stats.

            The Reset Stats dialog box opens for you to confirm the reset.

            Step 2   Click Yes.

            Accumulated statistics are reset.


            Clear Contact Option for Stuck Calls

            You may sometimes see a Contact/Call as waiting in Real Time Reports in CSQ Stats, and even though there are available Agents in the queue, the call does not seem to get routed to these Agents. The waiting time for the Queued call accumulates and will not clear even if the user activates "Reset All Stats" option from the Real-Time Reporting menu.

            To enable clearing such stuck call entries from the system, Unified CCX system provides the Clear Contact option. This has the ability to clear stuck calls in the system without requiring a restart of the engine.

            Related Tasks

            Set Report Options

            You can set the following reporting options:

            • Refresh interval
            • Number of times that the Unified CCX Administration web interface should attempt to reconnect to the Unified CCX server
            • Whether logged off users appear in reports

            To set report options, complete the following steps.

            Procedure
              Step 1   From the Application Reporting menu bar, choose Settings > Options.

              The Options dialog box opens.

              Step 2   From the Polling Interval drop-down menu, choose the refresh rate in seconds.
              Step 3   From the Server Connect Retry Count drop-down menu, choose the number of times that the Unified CCX Administration web interface should attempt to reconnect to the Unified CCX server.
              Step 4   From the Show Logged Off Resources drop-down menu, choose whether logged-off agents appear in reports.
              Step 5   Click Apply to apply the settings.

              Set Report Appearance

              You can select from three report appearances:

              • Windows, which displays reports in colors based on your Windows settings
              • Motif, which displays reports in purple and menu items in brown
              • Metal, which displays reports in grey and menu items in black

              To set the report appearance:

              Procedure
              Choose Settings from the Application Reporting menu bar and click the appearance that you want.

              Related References

              Application Reporting User Interface


              Note


              Support for High Availability and remote servers is available only in multiple-server deployments.


              When you choose Tools > Real-Time Reporting from the Unified CCX Administration menu, the Application Reporting tool opens a web page in a new window.

              The Application Reporting tool menu bar contains the following options:

              • Report—Choose this option to display a list of the available top-level real-time reports.
              • Tools—Choose this option to reset all the statistics and refresh connections.
              • Settings—Choose this option to set the look and feel of the real-time Reporting client, set the polling (refresh) interval times, and set the amount of times the server will attempt to reconnect.
              • Help—Choose this option to display system information and to access Unified CCX online help.

              Report Menu


              Note


              All real-time reports display a Last Updated At field, which indicates the time of the snapshot. All summary reports display both a start time (which indicates when the summary statistics started being collected) and the current time. All real-time reports display a Connected or Not Connected status for each node in the cluster.


              The Report menu provides access to a variety of top-level reports. It contains the following menu options:

              High Availability (HA) Setup

              In an HA setup, IVR real-time reports obtain data from both nodes in the cluster.


              Note


              Support for High Availability and remote servers is available only in multiple-server deployments.


              Failover in a two-node cluster is available for Unified IP IVR reports as described in the following table.

              Failover Scenario

              Connection Status

              Node 1 Status

              Node 2 Status

              Both nodes are up

              Fully Connected

              Node ID current/start-time

              Node ID current/start-time

              Node 1 is up

              Node 2 is down

              Partially Connected

              Node ID current/start-time

              Node ID Not Connected

              Node 1 is down

              Node 2 is up

              Partially Connected

              Node ID Not Connected

              Node ID current/start-time

              Both nodes are down

              Not Connected

              Node ID Not Connected

              Node ID Not Connected

              Unified CCX real-time reports obtain data only from the current master node—failover in a two-node cluster is available as described in the following table.

              Failover Scenario

              Connection Status

              Node 1 Status

              Node 2 Status

              Both nodes are up Node 1 is master

              Fully Connected

              Node ID current/start-time

              Node ID Not Connected

              Node 1 is master

              Node 2 is down

              Fully Connected

              Node ID current/start-time

              Node ID Not Connected

              Node 1 is down

              Node 2 is master

              Fully Connected

              Node ID Not Connected

              Node ID current/start-time

              Both nodes are down

              Not Connected

              Node ID Not Connected

              Node ID Not Connected

              Contacts Summary Real-Time Report

              Use the Contacts Summary report to view specific contact information for call contacts, email contacts, HTTP contacts, and total number of contacts.

              To access the Contacts Summary real-time report, choose Reports > Contacts Summary from the Application Reporting menu bar.


              Note


              You display the data on this report as numbers or percentages by clicking the Display Value/Display % toggle button.


              The following fields are displayed on the Contacts Summary report.

              Field

              Description

              Active

              Active contacts that are currently running.

              Inbound

              Number of inbound contacts since the statistics were last reset.

              Outbound

              Number of outbound contacts since the statistics were last reset.

              Connected

              Number of connected contacts since the statistics were last reset.

              Provides a total for contacts that are connected to resources (for example, a call connected to an ACD agent).

              Terminated

              Number of terminated contacts since the statistics were last reset.

              This row reports contacts that are ended normally by the application (for example, a caller hangs up and the application terminates), indicating whether the contact was terminated:

              • Locally—On the local server.
              • Remotely—On a remote server in the cluster.
              Note   

              Use the + toggle button to access these statistics.

              Rejected

              Number of rejected contacts since the statistics were last reset.

              This row reports contacts that are not accepted and processed (as a result, for example, of insufficient resources or the rejection of the contact based on some customer-defined logic). Indicates the reason code for the reject:

              • Channels busy
              • No channel license
              • No trigger
              Note   

              Use the + toggle button to access these statistics.

              Aborted

              Number of aborted contacts since the statistics were last reset.

              This row reports contacts improperly ended by a task associated with the application (as when, for example, the system generates an exception or can not invoke the application because of some error in the application) and includes the associated Java exception code.

              Note   

              Java exception codes are dynamic, as they can be generated from a variety of sources.

              Note   

              Use the + toggle button to access these statistics.

              Handled

              Number of handled contacts since the statistics were last reset.

              This row reports contacts that are explicitly marked "Handled" by the application (typically when the application connects the contact to a Unified CCX agent).

              Abandoned

              Number of abandoned contacts since the statistics were last reset.

              This row reports contacts that end without being marked "Handled" by the application.

              Application Tasks Summary

              Use the Application Tasks Summary report to display statistics that summarize the activity of specific applications.

              To access the Application Tasks Summary real-time report, choose Reports > Application Tasks Summary from the Application Reporting menu bar.

              The following fields are displayed on the Application Tasks Summary report.

              Field

              Description

              Application Name

              Names of the applications that are running or have run.

              Running

              Currently running applications.

              Completed

              Applications that have stopped running.

              Total

              Number of times an application was invoked since the statistics were last reset.

              DTMF VB and AA

              Application names configured from the Unified CCX Administration.

              Status

              Displays the failover connection status. The possibilities are: Fully connected, Partially connected, and Not connected. See the following tables for detailed status information for Unified IP IVR and Unified CCX reports.

              Application Tasks Real-Time Report

              Use the Application Tasks real-time report to view information about currently active applications.

              To access the Application Tasks report, choose Reports > Application Tasks from the Application Reporting menu bar. The following fields are displayed on the Application Tasks report.

              Field

              Description

              ID

              Unique application task ID.

              Node ID

              Unique ID for a server in the cluster.

              Application

              Name of the application.

              Start Time

              Time when the application task started.

              Duration

              Length of time that the application has been active.


              Note


              If this report indicates that an application is running for an unusually long time, there may be a problem with the application. The application script may not include error handling that prevents infinite retries if a call is no longer present. If the application does not receive a disconnect signal after a call, the application repeatedly retries to locate the call, and causes the application to run for an unusually long time. To prevent this problem, include the proper error handling in the application script.


              Engine Tasks Real-Time Report

              Use the Engine Tasks real-time report to view information about currently active Engine tasks.

              To access the Engine Tasks report, choose Reports > Engine Tasks from the Application Reporting menu bar.

              The following fields are displayed on the Engine Tasks report.

              Field

              Description

              ID

              Unique identifier of the engine task.

              If the engine task is the main task running the application and the parent ID is empty, its identifier will match the Application Task Identifier.

              Parent ID

              Unique identifier for the parent of the engine task (if any).

              Node ID

              Unique identifier for a server in the cluster.

              Server IP Address

              IP address identifying the server in the cluster.

              Script

              Name of the script that is running the task (if the task is running a Unified CCX script).

              Start Time

              Time that the task started.

              Duration

              Length of time the task has been active.

              Contacts Report

              Use the Contacts real-time report to view information for all the active contacts for all servers across clusters.


              Note


              Support for High Availability and remote servers is available only in multiple-server deployments.


              To access the Contacts report, choose Reports > Contacts from the Application Reporting menu bar.

              You can access detailed information about specific contacts listed on the Contacts web page by performing one of the following procedures:

              The following fields are displayed on the Contacts report.

              Field

              Description

              ID

              Unique identifier representing a contact.

              Type

              Type of contact: Unified CM Telephony call, Cisco agent call, or Cisco HTTP Contact.

              Impl ID

              Unique identifier provided by the particular type of contact. For example, for a call contact, this identifier would represent the Unified CM global call ID.

              Node ID

              Unique identifier for a server in the cluster.

              Start Time

              Time stamp when the contact was created.

              Duration

              Length of time that the contact is active.

              Handled

              If True, the contact is handled; if False, the contact is not handled.

              Aborting

              If True, the contact is aborted with a default treatment; if False, the contact is not aborted.

              Application

              Name of the application currently managing the contact.

              Task

              Unique identifier of the application task that is currently responsible for the contact.

              Session

              Unique identifier of the session currently managing the contact (if any).


              Note


              The information displayed is dependent on the type of contact selected. Depending on the type of call, some fields may not be supported and will appear blank.


              Related Tasks
              Call Contacts Detailed Info Report

              Use the Call Contacts Detailed Info real-time report to view all information related to the call contact.

              To access the Call Contacts Detailed Info report, right-click a specific call contact record on the Contacts report; information for that specific record displays.

              The following fields are displayed on the Call Contacts Detailed Info report.

              Field

              Description

              State

              Current state of the contact.

              Inbound

              If True, this call was received by the Unified CCX server; if False, this call was placed as an outbound call by an application.

              Language

              The selected language context of the call.

              Application ID

              Unique identifier of the associated application.

              Called Number

              Called number for this call leg from the perspective of the called party.

              Dialed Number

              Dialed number for this call leg from the perspective of the calling party.

              Calling Number

              Calling number of the originator of this call.

              ANI

              Automatic number identification.

              DNIS

              Dialed number identification service.

              CLID

              Caller ID.

              Arrival Type

              Information on how the call contact arrived in the system.

              Last Redirected Number

              Number from which the last call diversion or transfer was invoked.

              Original Called Number

              Originally called number.

              Original Dialed Number

              Originally dialed number.

              ANI Digits

              Automatic Number Identification information indicator digit codes.

              CED

              Entered digits that were gathered by the network before the call was received.

              Note   

              Calls running Unified ICME applications are also reported here.

              Email Detailed Info Report

              Use the Email Detailed Info real-time report to view all information related to the email contact.

              To access the Email Detailed Info report, right-click a specific email contact record on the Contacts report; information for that specific record displays.

              The following fields are displayed on the Email Detailed Info report.

              Field

              Description

              State

              Current state of the contact.

              Inbound

              If True, this email message was received by the Unified CCX server; if False, this email was created by an application.

              Note   

              Inbound email messages are not currently supported.

              Language

              Selected language context of the email message.

              Application ID

              Unique identifier of the associated application.

              From

              Sender of this email message.

              To

              All the recipients of this email message.

              Subject

              "Subject" field of this email message.

              Attachments

              List of all attachments (file names) associated with this email message.

              HTTP Detailed Info Report

              Use the HTTP Detailed Info real-time report to view all information related to the HTTP contact.

              To access the HTTP Detailed Info report, right-click a specific HTTP contact record in the Contacts report; information for that specific record displays.

              The following fields are displayed on the HTTP Detailed Info report.

              Field

              Description

              State

              Current state of the contact.

              Inbound

              If True, this HTTP request was received by the Unified CCX server; if False, this HTTP request was created by an application.

              Note   

              This information will always be reported as True, because the Unified CCX server does not currently track outbound HTTP requests in this way.

              Language

              Language currently associated with the HTTP request.

              Application ID

              Unique identifier of the associated application.

              Authentication Type

              Name of the authentication scheme used to protect the servlet; for example, "BASIC" or "SSL."

              Character Encoding

              Length, in bytes, of the request body, which is made available by the input stream, or -1 if the length is not known.

              Note   

              This length is the same as the value of the CGI1 variable CONTENT_LENGTH.

              Content Length

              MIME type of the body of the request, or null if the type is not known.

              Note   

              This is the same as the value of the CGI variable CONTENT_TYPE.

              Content Type

              Type of HTTP contact request.

              Request Language

              Preferred language for client content (the language that the client accepts for its content), based on the Accept-Language header.

              Path Info

              Any extra path information associated with the URL the client sent when the HTTP request was made.

              Protocol

              Name and version of the protocol the request uses in the form: protocol/majorVersion.minorVersion; for example, HTTP/1.1

              Note   

              This value is the same as the value of the CGI variable SERVER_PROTOCOL.

              Remote Address

              IP address of the client that sent the request

              Note   

              This value is the same as the value of the CGI variable REMOTE_ADDR.

              Remote Host

              Fully qualified name of the client that sent the request, or the IP address of the client, if the name cannot be determined

              Note   

              This value is the same as the value of the CGI variable REMOTE_HOST.

              Remote User

              Login of the user making this request, if the user has been authenticated.

              Requested Session ID

              HTTP session ID as specified by the client.

              Request URL

              Section of the URL of the HTTP request, from the protocol name up to the query string in the first line of the HTTP request.

              1 CGI = Common Gateway Interface

              Applications Report

              Use the Applications real-time report to view all the applications loaded on the server.

              To access the Applications report, choose Reports > Applications from the Application Reporting menu bar.

              The following fields are displayed on the Applications report.

              Field

              Description

              Name

              Unique name of the currently loaded application.

              ID

              Application ID.

              Type

              Type of application that is currently running (for example, a Cisco Script Application).

              Description

              Description of the application as entered on the Unified CCX Administration web site.

              Enabled

              If True, the application is enabled; if False, the application is disabled.

              Max. Sessions

              Maximum number of simultaneous task instances that can run simultaneously on the Unified CCX server.

              Valid

              If True, the application is valid; if False, the application is invalid.2

              2 An application is valid if it was successfully loaded and initialized from its configuration. At any time, an application can become invalid if it internally fails to be refreshed.

              Sessions Report

              Use the Sessions real-time report to view real-time information on all the active sessions.

              To access the Sessions report, choose Reports > Sessions from the Application Reporting menu bar.

              The following fields are displayed on the Sessions report.

              Field

              Description

              ID

              Session ID.

              Note   

              This identifier is guaranteed to remain unique for a period of 12 months.

              Mapping ID

              User- or system-defined identifier that maps to this session.

              Node ID

              Unique identifier for a server in the cluster.

              Parent

              Sessions that were created as a result of consult calls propagated in the system.

              Creation Time

              Creation time of the session.

              State

              Current state of the session.

              Note   

              When marked IDLE, the session is subject to being "garbage collected" by the system after a specified period of time. In addition, a session is IN_USE if it still has a contact associated or a child session.

              Idle Time

              Length of time that the session has been idle.

              Data Source Usage Report

              Use the Data Source Usage real-time report to view real-time information on all configured Data Source Names (DSNs).

              To access the Data Source Usage report, choose Reports > Datasource Usage from the Application Reporting menu bar.

              The following fields are displayed on the Data Source Usage report.

              Field

              Description

              Data Source Name

              Name of the data source, as configured through the Unified CCX Administration web interface.

              Available Connections

              Number of connections available.

              Busy Connections

              Number of busy connections.

              Note   

              Busy + available = Maximum number of connections configured.

              Checkouts Granted

              Number of times the database connections have been used up since the statistics were last reset.

              Checkouts Denied

              Number of times the Database connections have been denied since the statistics were last reset.

              Overall Cisco Unified Contact Center Express Stats Report

              Use the Overall Cisco Unified Contact Center Express Stats real-time report to view real-time Unified CCX resource and call information.


              Note


              Unified CCX reports contain information for calls that have been queued in one or more CSQs. If a call is not queued (for example, the caller hangs up before being queued), the reports do not display data for that call.


              Unified CCX reports retrieve the following statistics:

              • Unified CCX statistics from the current Master node.
              • Unified IP IVR statistics from all nodes in the cluster.

              To access the Overall Unified CCX Stats report, choose Reports > Overall Cisco Unified Contact Center Express Stats from the Application Reporting menu bar.


              Note


              Preview Outbound durations are updated when the preview outbound call disconnects and all agents (resources) involved in the call move out of the Work and Talking state.


              The following fields are displayed on the Overall Cisco Unified Contact Center Express Stats report.

              Field

              Description

              Resource Information

              CSQs

              Number of CSQs currently configured. If a CSQ is added or removed, this statistic reflects that change.

              Logged-in Resources

              Number of resources currently logged in.

              Talking Resources

              Number of resources currently talking.

              Note   

              This number includes resources in Talking, Work, and Reserved states.

              Ready Resources

              Number of resources currently ready.

              Not Ready Resources

              Number of resources currently not ready.

              Call Information — Inbound

              Total Contacts

              Number of total contacts that have arrived since the statistics were last reset. This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected.

              If a resource transfers to or conferences with a route point, this value increases.

              Contacts Waiting

              Number of contacts waiting to be connected to a resource.

              Note   

              A contact is shown as waiting until the call is answered by the agent. This means that, even if the phone is ringing at the agent, the contact will still show as waiting in RTR.

              Contacts Handled

              Number of contacts that have been handled by a resource.

              Oldest Call in Queue

              Displays the wait time for the oldest contact in the queue.

              Contacts Abandoned

              Number of contacts that have arrived and disconnected before being connected to a resource.

              Avg Talk Duration

              Average duration (in seconds) that resources spend talking on Unified CCX contacts. Talk duration starts when a contact first connects to a resource and ends when the contact disconnects from the last resource to which it was connected.

              Talk duration does not include hold time.

              Avg Wait Duration

              Average wait time (in seconds). It begins when the contact enters the system and ends when the contact stops waiting. Wait duration does not include hold time. The time a contact spends on a CTI port prior to getting queued is included in this report.

              Longest Talk Duration

              Longest talk duration (in seconds) of a contact. Talk duration does not include hold time.

              Longest Wait Duration

              Longest wait (in seconds) for a contact to be connected to a resource. Wait duration does not include hold time.

              Call Information — Preview Outbound

              Active

              Total number of preview outbound calls currently previewed or connected to agents.

              Preview

              Total number of preview outbound calls currently previewed but have not been accepted, rejected. or closed by the agents.

              Connected

              Total number of preview outbound calls currently connected to agents. When an agent conferences in other agents, the call is counted once towards the total number of connected calls.

              Offered

              Total number of preview outbound calls offered. A call is considered offered when it is presented to an agent. A contact that is presented to an agent, skipped/rejected by that agent, and then presented to the same agent or to another agent is counted twice towards the number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.

              Accepted

              Total number of preview outbound calls accepted. A call is considered accepted if an agent has clicked Accept when presented the call. A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted.

              Rejected

              The number of preview outbound calls that were skipped or rejected by an agent. This means that the agent selected Reject, Skip, or Cancel Reservation. These contacts will be dialed again. If a contact is rejected by multiple agents, this field increments each time the contact is rejected.

              The number Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer’s contact.

              Closed

              The number of preview outbound contacts that were closed by agents. This means that the agent selected Skip-Close or Reject-close. These contacts will not be dialed again.

              Timed-Out

              Total number of preview outbound calls that timed out. A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time. These contacts will be dialed again. If a contact timed out multiple agents, this field is incremented each time the contact is timed out for each agent.

              Invalid Number

              The number of preview outbound calls that were dialed to an invalid number. This means that the agent accepted the call (by clicking Accept), got connected to the customer, and selected the Invalid Number option from the contact Reclassification drop down. It also includes the number of preview outbound calls that failed at the network level.

              Note   

              The agent can manually reclassify the contact as Invalid Number while the customer contact is on the call or when the agent has gone into the Work state after the call.

              Voice

              The number of preview outbound calls that ended in successful customer contact. This means that an agent accepted the call (by clicking Accept) and selected a classification of Voice (default) or Do Not Call for this contact.

              Answering Machine

              The number of preview outbound calls that connected to an answering machine for this campaign. This means that the agent accepted the call (by clicking Accept), got connected to the answering machine and selected the Answering Machine option from the contact Reclassification drop down.

              Note   

              The agent can manually reclassify the contact as Answering Machine while the customer contact is on the call or when the agent has gone into the Work state after the call.

              Requested Callback

              The number of contacts marked for callback. This means that the agent accepted the call (by clicking Accept), got connected to the contact, the contact requested a callback, and the agent selected the CallBack option. A call that is accepted by an agent, marked for callback, later presented to and accepted by another agent (at the callback time), and marked for callback again is counted twice towards the number of callback calls.

              Avg Talk Duration

              The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls. The durations consider all calls that were Agent Accepted and classified as Voice. If a preview outbound call is transferred or conferenced to a route point, this average outbound talk duration does not include the talk time of agents who handle the call after it came through the route point. Instead, the talk time is included in the inbound talk duration.

              Longest Talk Duration

              The longest talk duration of a preview outbound call in HH:MM:SS (hours, minutes, seconds). The durations consider all calls that were Agent Accepted and classified as Voice.

              Related Tasks

              CSQ Cisco Unified Contact Center Express Stats Report

              Use the CSQ Cisco Unified Contact Center Express Stats real-time report to view real-time information.


              Note


              Unified CCX reports contain information for calls that have been queued in one or more CSQs. If a call is not queued, the reports do not display data for that call. .


              To access the CSQ Cisco Unified Contact Center Express Stats report, choose Reports > CSQ Cisco Unified Contact Center Express Stats from the Application Reporting menu bar.

              The following fields are displayed on the CSQ Cisco Unified Contact Center Express Stats report.

              Field

              Description

              Name

              Name of the CSQ.

              Talking/Ready Resources/Not Ready Resources/Logged-In Resources

              Number of resources who are in the talking, ready, and not ready states, and the number of resources logged in for this CSQ. Values for the four items are separated by colons. Values are displayed in the same order that the items appear in the column heading.

              Note   

              This number includes resources in Talking, Work, and Reserved states. If you are logged into the Unified CCX Administration web interface as a Supervisor and opening the Real-Time Reporting plug-in, you will be able see all the logged in agents from all the teams independent of team membership.

              Total Contacts

              Number of total contacts since the statistics were last reset for this CSQ.

              Contacts Waiting

              Number of contacts waiting to be connected to a resource in this CSQ.

              This column also displays how long the oldest contact has been waiting.

              Contacts [oldest contact in queue]

              Duration of longest currently waiting contact.

              Contacts Handled

              Number of contacts that have been handled by this CSQ.

              Contacts Abandoned

              Number of contacts that have been abandoned by this CSQ.

              Contacts Dequeued

              Number of contacts that have been dequeued from this CSQ.

              Avg Talk Duration

              Average time (in seconds) agents in this CSQ spent talking to contacts.

              Avg Wait Duration

              Average wait time (in seconds). It begins when the call was queued (when you execute the "Select Resource" step) and ends when the call reaches the agent. Wait duration does not include hold time.The time a contact spends on a CTI port prior to getting queued is not included in this wait time.

              Longest Talk Duration

              Longest time (in seconds) agents in this CSQ spend talking to contacts.

              Longest Wait Duration

              Longest wait (in seconds) for a contact to be connected to a resource.

              Related Tasks

              Preview Outbound Campaign Cisco Unified Contact Center Express Stats Report

              Use the Preview Outbound Campaign Cisco Unified Contact Center Express Stats real-time report to view real-time Unified Contact CCX information for the Outbound preview dialer.

              To access the Preview Outbound Campaign Cisco Unified Contact Center Express Stats report, choose Reports > Preview Outbound Campaign Cisco Unified Contact Center Express Stats from the Application Reporting menu bar.

              The following fields are displayed on the Preview Outbound Campaign Cisco Unified Contact Center Express Stats report.

              Field

              Description

              Campaign

              The name of the preview outbound campaign.

              Status

              The current activation state of the preview outbound campaign:

              • Running: an active preview outbound campaign
              • Stopped: an inactive preview outbound campaign

              Active

              Total number of outbound calls currently previewed by or connected to agents for this preview outbound campaign. Active Calls = Previewed + Connected.

              Preview

              Total number of outbound calls currently previewed but have not been accepted, rejected or closed by the agents as part of this preview outbound campaign.

              Connected

              Total number of outbound calls currently connected to agents for this preview outbound campaign. When an agent conferences in other agents, the call is counted once towards the total number of connected calls.

              Offered

              Total number of outbound calls offered for this preview outbound campaign. A call is considered offered when it is presented to an agent as part of this preview outbound campaign. A contact that is presented to an agent, skipped/rejected by that agent, and then presented to the same agent or to another agent is counted twice towards the number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.

              Accepted

              Total number of outbound calls accepted for this preview outbound campaign. A call is considered accepted if an agent has clicked Accept when presented the call. A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted.

              Rejected

              The number of outbound calls that were skipped or rejected by an agent as part of this preview outbound campaign. This means that the agent selected Reject, Skip, or Cancel Reservation. These contacts will be dialed again. If a contact is rejected by multiple agents, this field increments each time the contact is rejected.

              The number Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer contact.

              Closed

              The number of outbound contacts that were closed by agents as part of this preview outbound campaign. This means that the agent selected Skip-Close or Reject-close. These contacts will not be dialed again.

              Timed-Out

              Total number of outbound calls that timed out. A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time. These contacts will be dialed again. If a contact times out for multiple agents, this field is incremented each time the contact is timed out for each agent.

              Invalid Number

              The number of outbound calls that were dialed to an invalid number for this preview outbound campaign. This means that the agent accepted the call (by clicking Accept), got connected to the customer, and selected the "Invalid Number" option from the contact Reclassification drop down. It also includes the number of outbound calls that failed at the network level.

              Note   

              The agent can manually reclassify the contact as Invalid Number while the customer contact is on the call or when the agent has gone into the Work state after the call.

              Voice

              The number of outbound calls that ended in successful customer contact. This means that an agent accepted the call (by clicking Accept) and selected a classification of Voice or Do Not Call for this contact.

              Answering Machine

              The number of outbound calls that connected to an answering machine for this preview outbound campaign. This means that the agent accepted the call (by clicking Accept), got connected to the answering machine and selected the Answering Machine option from the contact Reclassification drop down.

              Note   

              The agent can manually reclassify the contact as Answering Machine while the customer contact is on the call or when the agent has gone into the Work state after the call.

              Requested Callback

              The number of contacts marked for callback for this preview outbound campaign. This means that the agent accepted the call (by clicking Accept), got connected to the contact, the contact requested a callback, and the agent selected the CallBack option. A call that is accepted by an agent, marked for callback, later presented to and accepted by another agent (at the callback time), and marked for callback again is counted twice towards the number of callback calls.

              Avg Talk Duration

              The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls for this preview outbound campaign. The durations consider all calls that were Agent Accepted and classified as Voice. If a call is transferred or conferenced back to the route point, the preview outbound campaign talk duration does not handle the talk time of agents who handle the call after it came through the route point.

              Longest Talk Duration

              The longest talk duration of an outbound call in HH:MM:SS (hours, minutes, seconds) for this preview outbound campaign. The durations consider all calls that were Agent Accepted and classified as Voice.

              Chat CSQ Cisco Unified Contact Center Express Stats Report

              Use the Chat CSQ Cisco Unified Contact Center Express Stats real-time report to view real-time queue information. This report is available in Cisco Unified CCX Premium license package.


              Note


              Unified CCX reports contain information for a chat contact that are queued with a specific CSQ. If a contact is not queued, the reports do not display data for that chat contact.


              To access the Chat CSQ Cisco Unified Contact Center Express Stats report, choose Reports > Chat CSQ Cisco Unified Contact Center Express Stats from the Application Reporting menu bar.

              The following fields are displayed on the Chat CSQ Cisco Unified Contact Center Express Stats report.

              Field

              Description

              Name

              Name of the chat CSQ

              Busy Resources/ Ready Resources/ Not Ready Resources/ Logged-In Resources

              Number of resources who are in the Busy, Ready, and Not Ready states, and the number of agents logged in for this chat CSQ. Values for the four items are separated by colons. Values are displayed in the same order that the items appear in the column heading.

              Note   

              If you are logged in to the Unified CCX Administration web interface as a supervisor and you open the Real-Time Reporting plug-in, you can see all the logged-in agents from all the teams.

              Total Contacts

              Number of total contacts presented to this queue since last reset of statistics.

              Contacts Waiting [Oldest Contact in Queue]

              Number of contacts waiting in this queue with the duration of longest waiting contact in this queue.

              Contacts Handled

              Number of contacts that have been handled by this queue since last reset of statistics.

              Contacts Abandoned

              Number of contacts that have been abandoned in this queue since last reset of statistics.

              Avg Contact Handling Duration

              Average time (in HH:MM:SS) agents in this CSQ spent chatting with contacts.

              Avg Wait Duration

              Average wait time (in HH:MM:SS) a contact spent in queue waiting for an agent.

              Longest Contact Handling Duration

              Longest time (in HH:MM:SS) agents in this CSQ spent chatting with contacts.

              Longest Wait Duration

              Longest wait (in HH:MM:SS) for a contact to be connected to an agent.

              Chat Resource Cisco Unified Contact Center Express Stats Report

              Use the Chat Resource Cisco Unified Contact Center Express Stats real-time report to view real-time Unified CCX chat resource information. This report is available in Cisco Unified CCX Premium license package.

              To access the Chat Resource Cisco Unified Contact Center Express Stats report, choose Reports > Chat Resource Cisco Unified Contact Center Express Stats from the Application Reporting menu bar.

              The following fields are displayed on the Chat Resource Cisco Unified Contact Center Express Stats report:

              Field

              Description

              Name (ID)

              Unique identifier of the resource.

              State

              Current state of the resource.

              Duration in State

              Length of time (in HH:MM:SS) the resource has remained in the current state.

              Avg Resource Busy Duration

              Average time the agent spent with contacts. The resource busy duration is the elapsed time between the resource accepting the contact and completing the chat by clicking End.

              Longest Resource Busy Duration

              Longest time the agent spent with a contact. The resource busy duration is the elapsed time between the resource accepting the contact and completing the chat by clicking End.

              Contacts Presented

              Number of contacts that have been presented to this resource.

              Contacts Handled

              Number of contacts that have been handled by this resource.

              Overall Chat Cisco Unified Contact Center Express Stats Report

              Use the Overall Chat Cisco Unified Contact Center Express Stats real-time report to view real-time Unified CCX resource and contact information. This report is available in Cisco Unified CCX Premium license package.


              Note


              Unified CCX reports contain information for contacts that have been queued in one or more CSQs. If a contact is not queued, the reports do not display data for that contact.


              To access the Overall Chat Unified CCX Stats report, choose Reports > Overall Chat Cisco Unified Contact Center Express Stats from the Application Reporting menu bar.

              The following fields are displayed on the Overall Chat Cisco Unified Contact Center Express Stats report.

              Field

              Description

              Resource Information

              CSQs

              Number of chat CSQs currently configured. If a chat CSQ is added or removed, this statistic reflects that change.

              Logged-in Resources

              Number of resources currently logged in.

              Busy Resources

              Number of resources currently busy.

              Ready Resources

              Number of resources currently ready.

              Not Ready Resources

              Number of resources currently not ready.

              Contact Information

              Total Contacts

              Number of total contacts that have arrived since the statistics were last reset. This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected.

              Contacts Waiting

              Number of contacts waiting to be connected to a resource.

              Note   

              A contact is shown as waiting until the contact is answered by the agent.

              Oldest Contact in Queue

              Displays the wait time for the oldest contact in the queue.

              Contacts Handled

              Number of contacts that have been handled by a resource.

              Contacts Abandoned

              Number of contacts that have arrived and disconnected before being connected to a resource.

              Avg Contact Handling Duration

              Average duration (in HH:MM:SS) that resources spent chatting on Unified CCX contacts. Chat duration starts when a contact first connects to a resource and ends when the contact disconnects from the resource to which it was connected.

              Avg Wait Duration

              Average wait time (in HH:MM:SS). It begins when the contact enters the system and ends when either the contact is connected with an agent or if contact was disconnected.

              Longest Contact Handling Duration

              Longest contact handling duration (in HH:MM:SS) of a contact.

              Longest Wait Duration

              Longest wait (in HH:MM:SS) for a contact to be connected to a resource.

              IVR Outbound Campaign Stats Report

              If you have an Outbound IVR license, use the IVR Outbound Campaign Stats report to view real-time statistics on each progressive and predictive IVR Outbound campaign configured in Unified CCX.


              Note


              This report will be available only if you have an Outbound IVR license on top of Unified CCX premium license in your Unified CCX.


              To access the IVR Outbound Campaign Stats report, choose Reports > IVR Outbound Campaign Stats from the Application Reporting menu bar. The following fields are displayed on the IVR Outbound Campaign Stats report.

              Field

              Description

              Campaign Name

              The name of the progressive or predictive campaign.

              Status

              The current activation state of the campaign:

              • Running: an active progressive or predictive campaign
              • Stopped: an inactive progressive or predictive campaign.

              Type

              The dialer type of the campaign, which can be one of the following:

              • Progressive
              • Predictive

              Attempted

              The number of calls that were attempted since the statistics were last reset.

              Attempted will be equal to sum of the following counters - Voice + Answering Machine + Invalid Number + Fax/Modem + No Answer + Busy + Failed if there are no Customer Abandoned calls.

              Voice

              The number of calls that are connected to live voice since the statistics were last reset.

              • If you have selected Answering Machine Treatment as "Abandon Call" for an Outbound IVR campaign through Campaign Configuration web page, Voice = Active + System Abandoned.
              • If you have selected Answering Machine Treatment as "Transfer to IVR" for an Outbound IVR campaign through Campaign Configuration web page, Voice + Answering Machine = Active + System Abandoned.
              Note   

              Whenever there is an exception while executing some steps in an IVR script, the call will be marked as System Abandoned after it has been marked as Voice and Active. For example, if there is any codec mismatch issue, there will be an exception in the Accept Step. In such cases, the same call will be marked in the following three categories - voice, active, and system abandoned.

              Answering Machine

              The number of calls that reached an answering machine since the statistics were last reset.

              Invalid Number

              The number of calls that reached an invalid number due to the following reason since the statistics were last reset:

              • A failed call as a result of gateway timeout or the gateway is down while placing the call.

              Fax/Modem

              The number of calls that reached fax or modem since the statistics were last reset.

              No Answer

              The number of calls that were not answered since the statistics were last reset.

              Busy

              The number of calls that reached a busy destination since the statistics were last reset.

              Failed

              The number of calls that were failed due to any one of the following reasons since the statistics were last reset:

              • Dialer asked the Gateway to cancel a call that has not yet been placed.
              • Gateway has declined the call.
              • Gateway failure or configuration issues at the Gateway.

              Active

              The number of calls that were connected to Outbound IVR ports since the statistics were last reset.

              All the voice calls that will be connected to Outbound IVR ports will be marked as active. If you have selected Answering Machine Treatment as "Transfer to IVR", the answering machine calls that are getting transferred to Outbound IVR ports will also be marked as active.

              Customer Abandoned

              The number of calls that were abandoned by the customer since the statistics were last reset.

              System Abandoned

              The number of calls that were abandoned due to non-availability of ports or any issues at system level since the statistics were last reset.

              Abandon Rate (in %)

              The call abandon rate since the statistics were last reset.

              Abandon Rate = (System Abandoned/Voice)*100

              Overall IVR Outbound Stats Report

              If you have an IVR Outbound license, you can use the Overall Outbound IVR Stats report to view real-time statistics across all predictive and progressive campaigns since the statistics were last reset.


              Note


              This report will be available only if you have an Overall IVR Outbound license on top of Unified CCX premium license in your Unified CCX.


              To access the Overall IVR Outbound Stats report, choose Reports > Overall IVR Outbound Stats from the Application Reporting menu bar. The following fields are displayed on the Overall IVR Outbound Stats report for all the configured IVR outbound campaigns.

              Field

              Description

              Attempted

              The total number of Outbound IVR calls that were attempted since the statistics were last reset.

              Voice

              The total number of Outbound IVR calls that were connected to live voice since the statistics were last reset.

              Answering Machine

              The total number of Outbound IVR calls that reached answering machine since the statistics were last reset.

              Invalid Number

              The total number of Outbound IVR calls that reached an invalid number since the statistics were last reset.

              Fax/Modem

              The total number of Outbound IVR calls that reached fax or modem since the statistics were last reset.

              No Answer

              The total number of Outbound IVR calls that were not answered since the statistics were last reset.

              Busy

              The total number of Outbound IVR calls that reached a busy destination since the statistics were last reset.

              Failed

              The total number of failed Outbound IVR calls for all the Outbound IVR campaigns.

              Active

              The total number of Outbound IVR calls that were connected to Outbound IVR ports since the statistics were last reset.

              Customer Abandoned

              The total number of Outbound IVR calls that were abandoned by the customer since the statistics were last reset.

              System Abandoned

              The total number of Outbound IVR calls that were abandoned by the system since the statistics were last reset.

              Resource Cisco Unified Contact Center Express Stats Report

              Use the Resource Cisco Unified Contact Center Express Stats real-time report to view real-time Unified Contact CCX resource information.

              To access the Resource Cisco Unified Contact Center Express Stats report, choose Reports > Resource Cisco Unified Contact Center Express Stats from the Application Reporting menu bar.


              Note


              If multiple lines are configured for an agent, only the calls on the agent's primary extension are reported in Resource Cisco Unified Contact Center Express Stats report.


              The following fields are displayed on the Resource Cisco Unified Contact Center Express Stats report.

              Field

              Description

              Name (ID)

              Unique identifier of the resource.

              State

              Current state of the resource.

              Duration in State

              Length of time (in seconds) the resource has remained in the current state.

              Contacts Presented

              Number of contacts that have been connected to this resource.

              Contacts Handled

              Number of contacts that have been handled by this resource.

              Avg Talk Duration

              Average time (in seconds) that this resource spends talking to contacts.

              Avg Hold Duration

              Average time (in seconds) that the resource keeps contacts on hold.

              Longest Talk Duration

              Longest time (in seconds) that this resource has spent talking to a contact.

              Longest Hold Duration

              Longest time (in seconds) that this resource has placed a call on hold.

              Outbound Offered

              Total number of outbound calls offered to this resource. A call is considered offered when it is presented to an agent. A contact that is presented to an agent, skipped/rejected by that agent, and then presented to the same agent or to another agent is counted twice towards the number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.

              Outbound Accepted

              Total number of outbound calls accepted by this resource. A call is considered accepted if an agent has clicked Accept when presented the call. A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted. For transferred or conferenced outbound calls, the call is considered handled by the resource if it is answered by that resource.

              Outbound Rejected

              The number of outbound calls that were skipped or rejected by this agent. This means that the agent selected Reject, Skip, or Cancel Reservation. These contacts will be dialed again.

              The number Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer’s contact.

              Outbound Closed

              The number of outbound contacts that were closed by this agent. This means that the agent selected Skip-Close or Reject-close. These contacts will not be dialed again.

              Outbound Timed-Out

              Total number of outbound calls that timed out. A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time. These contacts will be dialed again. If a contact timed out for multiple agents, this field is incremented each time the contact is timed out for each agent.

              Outbound Voice

              The number of outbound calls that ended in successful customer contact for this resource. This means that the agent accepted the call (by clicking Accept) and selected a classification of Voice or Do Not Call for this contact.

              Outbound Avg Talk Duration

              The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls. The durations consider all calls that were Agent Accepted and classified as Voice. This talk duration includes talk time spent by a resource handling an outbound call that was transferred or conferenced to a route point.

              Outbound Avg Hold Duration

              The average time in HH:MM:SS (hours, minutes, seconds) that the Resource has spent holding an outbound call among accepted calls. The duration considers all calls that were Agent Accepted and classified as Voice.

              Outbound Longest Talk Duration

              The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has spent talking on an outbound call. The durations consider all calls that were Agent Accepted and classified as Voice.

              Outbound Longest Hold Duration

              The average time in HH:MM:SS (hours, minutes, seconds) that the Resource has spent holding on the outbound calls among accepted calls. The duration considers all calls that were Agent Accepted and classified as Voice.

              Failover Behavior for Unified CCX Stats

              All failovers, regardless of whether the Unified CCX Engine is restarted, will cause the Unified CCX stats to reset.

              The Unified IP IVR stats do not reset in all cases if the Unified CCX Engine is not restarted on a node. However, the node loses its active server status. The Unified IP IVR stats on that node will not be reset.

              Tools Menu

              The Tools menu gives you access to the following Application Reporting tools:

              • Reset All Stats—Choose this option to reset all statistics.
              • Open Printable Report—Choose this option to get a printable report of all currently active contacts in the system.
              • Refresh Connections—Choose this option to refresh connections with the Unified CCX system.
              • Clear Contact—Choose this option to clear contacts/calls that have been stuck in the system for a long time.

              Reset All Statistics

              Use the Reset All Stats option to reset all statistics accumulated since the last time the statistics were reset. It will not reset active statistics, such as active contacts, tasks, and so on.


              Note


              The Unified CCX system automatically resets all statistics each day at midnight.


              Procedure
              Choose Tools > Reset All Statistics from the Application Reporting menu bar.

              Open Printable Report

              Use the option to get a printable report of all currently active contacts in the system.

              To get a printable report:

              Procedure
              Choose a real-time report from the Report menu option and then Tools > Open Printable Report from the Application Reporting menu bar.

              Refresh Connections

              To refresh connections with the Unified CCX system:

              Procedure
              Choose Tools > Refresh Connections from the Application Reporting menu bar.

              The Unified CCX system refreshes all connections.


              Clear Contact Menu

              You can use the Clear Contact menu option to clear contacts in the following three situations:

              Clear Stuck Calls from Sontacts Real-Time Report

              To clear stuck calls or contacts from the Unified CCX system:

              Procedure
                Step 1   Choose the contact from Reports > Contacts.
                Step 2   From the Application Reporting menu bar, choose Tools > Clear Contact. A Clear Call dialog box is displayed to warn you. If you want to continue with the clear action, click No. To cancel the action, click Yes.
                Step 3   Click No to proceed with the clear action. A Clear Contact dialog box is displayed for you to confirm the action. You can click Yes to proceed or No to cancel.
                Step 4   Click Yes. The Unified CCX system removes the contact from all its queues.

                Clear Stuck Calls from Overall Cisco Unified CCX Stats

                To clear stuck calls/contacts from the Unified CCX system:

                Procedure
                  Step 1   Choose Reports > Overall Cisco Unified Contact Center Express Stats.
                  Step 2   Choose the contact from Views and click Overall Waiting Contacts Info.
                  Note   

                  Please note that the Overall Waiting Contacts Info menu option displays only those calls that are queued in CSQs and not agent-based routing calls.

                  Step 3   From the Application Reporting menu bar, choose Tools and click Clear Contact. A Clear Call dialog box is displayed to warn you. If you want to continue with the clear action, click No. To cancel the action, click Yes.
                  Step 4   Click No to proceed with the clear action. A Clear Contact dialog box is displayed for you to confirm the action. You can click Yes to proceed or No to cancel.
                  Step 5   Click Yes. The Unified CCX system removes the contact from all its queues.

                  Clear Stuck Calls from CSQ Cisco Unified CCX Stats

                  To clear stuck calls or contacts from the Unified CCX system:

                  Procedure
                    Step 1   Choose Reports > CSQ Cisco Unified Contact Center Express Stats.
                    Step 2   Choose the contact from Views and click CSQ Waiting Contacts Info.
                    Step 3   From the Application Reporting menu bar, choose Tools > Clear Contact. A Clear Call dialog box is displayed to warn you. If you want to continue with the clear action, click No. To cancel the action, click Yes.
                    Step 4   Click No to proceed with the clear action. A Clear Contact dialog box is displayed for you to confirm the action. You can click Yes to proceed or No to cancel.
                    Step 5   Click Yes. The Unified CCX system removes the contact from all its queues.

                    Views Menu

                    The Views menu allows you to access more detailed information for six reports: The Application Tasks report, the Contacts report, the Applications report, the Sessions report, Overall Cisco Unified Contact Center Express Stats report, and the CSQ Cisco Unified Contact Center Express Stats report.


                    Note


                    For some reports, detailed information is also available by right-clicking a record in that report.


                    The Views menu contains different options, depending on the report you have chosen. Possible options are:

                    • Contacts by Application Task ID—Choose this option to view contacts according to Application Task ID numbers.
                    • Engine Tasks by Application Task ID—Choose this option to view Engine tasks according to Application Task ID numbers.
                    • Detailed Info—Choose this option to view more detailed information on selected reports.
                    • Application Tasks by Application Name—Choose this option to view application tasks by application name.
                    • Contacts by Session ID—Choose this option to view contacts by session ID.
                    • Overall Waiting Contacts Info—Choose this option to view detailed information for the overall waiting contacts. To clear stuck calls in this view, see Scenario 2 in Clear contact menu option.
                    • CSQ Waiting Contacts Info—Choose this option to view detailed information for the CSQ waiting contacts. To clear stuck calls in this view, see Scenario 3 in Clear contact menu option.
                    Related Tasks

                    Application Tasks

                    You can obtain reports based on the application task ID associated with application tasks.

                    Contacts by Application Task ID

                    This report displays the same report as the Contact report with the exception that the Contacts by Application Task ID report has been filtered using only the contact currently being managed by the selected application task.

                    Engine Tasks by Application Task ID

                    This report displays the same report as the Engine Task reports except that the Engine Tasks by Application Task ID report has been filtered to display only the engine tasks that are associated with the application task.

                    Contacts

                    When you use the Views options with the Contacts report, the Views menu contains only the Detailed Info option.

                    The Detailed Info option provides various detailed information, depending on the type of contact selected. For example, if the contact is a call, the Calling Party number, the Called Number, and so on, are displayed for that particular call.

                    Applications

                    When you use the Views options with the Application reports, the Views menu contains only the Application Tasks by Application Name option.

                    The Application Task By Application Name report displays the same report as the Application Task report except that the Application Task By Application Name report is filtered using only the active application tasks associated with this application.

                    Sessions

                    You can obtain reports based on the session ID associated with a session.

                    Contacts by Session ID

                    This report displays the same report as the Contact report with the exception that the Contacts By Session ID report is filtered using only the contacts associated with the selected session.

                    Related References
                    Detailed Info

                    Detailed info displays the time the session was created and its current state.

                    Settings Menu

                    The Settings menu of the Application Reporting menu bar allows you to adjust various settings of the Real Time Reporting tool.

                    The Settings menu contains the following menu options:

                    • Options—Choose this option to set the polling (refresh) interval times and to set the amount of times the server will attempt to reconnect.
                    • Window—Choose this option to display reports in colors based on your Windows settings.
                    • Motif—Choose this option to display reports in purple and menu items in brown.
                    • Metal—Choose this option to display reports in grey and menu items in black.

                    Options Menu

                    Choose Settings and click Options to access the Options dialog box. Use the Options dialog box to set the polling (refresh) interval time, set the number of times the server will attempt to reconnect, and specify whether logged off agents appear in reports.

                    The following fields are displayed in the Options dialog box.

                    Field

                    Description

                    Polling Interval

                    Time between two requests to the server for new statistics by the client.

                    Server Connect Retry Count

                    The number of times that the Unified CCX Administration web interface should attempt to reconnect to the Unified CCX server.

                    Note   

                    If an error occurs, an Error dialog box opens to alert you that the server is not communicating with the web interface.

                    Show Logged Off Resources

                    Specifies whether logged off agents appear in reports.

                    Click Apply to submit configuration changes.